Senior Manager, Customer Success - Remote

Overview

As the Senior Manager, Customer Success in Shanghai, you’ll lead a high-performing team focused on driving long-term value for Forter’s customers in the region.

In Short

• Lead a world class team of CSMs in the GCR region, covering our customers in China
• Recruit and develop a high performing team
• Deliver transformational leadership for team motivation and engagement
• Own the gross and net revenue retention number for your team
• Handle escalated client issues with urgency
• Lead renewal strategies, partnering with cross-functional teams
• Work closely with GTM teams on strategies and expansion opportunities
• Share insights about Forter’s product and processes with leadership

Requirements

• 10+ years of CS experience with large enterprises
• 5+ years of management experience as a CS team manager
• Experience in a SaaS startup serving customers in mainland China
• Strong management presence and leadership ability
• Demonstrated operational excellence in analytical thinking and process development
• Excellent communication skills, especially at the C-level
• Experience building strong relationships with cross-functional leaders
• Ability to work in a fast-paced environment
• Ability to break down complex problems into manageable components
• Openness to being hands-on in solving operational problems
• Fluency in written and spoken Mandarin

Benefits

• Competitive salary and quarterly bonus plan
• Generous PTO policy
• Half day Fridays, every Friday