<p><span style="font-size: 12pt;"><strong>About the role:</strong></span></p> <p><span style="font-size: 12pt;">The Customer Success department is the backbone of everything Forter does, and as <strong>Senior Manager of Customer Success</strong> you'll lead a team responsible for our Strategic and Enterprise+ customers, our largest, most strategic logos. Forter's CS model is growth-focused and outcome-driven: your team doesn't just retain revenue, they own its expansion. </span></p> <p><span style="font-size: 12pt;">You'll build and coach a team that runs disciplined success planning, MEDDPICC-driven discovery, and executive-level business reviews, while independently owning team performance, talent development, and escalations with minimal oversight. In this role you'll lead a world-class team, build lasting relationships with client executives, and help shape Forter's CS fundamentals company-wide.</span></p> <p><span style="font-size: 12pt;"><strong>What you’ll be doing:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead a world-class team of CSMs covering our Strategic and Enterprise+ segments ($1M+ ARR, handpicked strategic logos), owning GRR/NDR and driving rigorous renewal forecasting that surfaces risk and churn exposure well ahead of renewal dates</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Coach your team on Forter's CS fundamentals (Success Planning, Account Planning, MEDDPICC-driven discovery, whitespace analysis) to build a durable expansion pipeline</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Own escalated client issues with urgency, and lead or support Executive Business Reviews and strategic alignment conversations with client executives on your top accounts</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Recruit, develop, and retain a high-performing team; proactively identify performance gaps and build documented, individualized coaching plans</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Partner with GTM teams (Sales, Pre-Sales, Marketing, Finance) on renewal strategy, forecasting, account plans, and expansion opportunities, and share insights on product and customer trends with Product and leadership</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead in a way that keeps the team motivated, supported, and engaged</span></li> </ul> <p><span style="font-size: 12pt;"><strong>What you’ll need:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">8-10+ years of CS experience with large enterprise customers on technical software solutions, including 3+ years managing a Strategic or Enterprise+ segment, with accounts at or above $1M ACV</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Track record of net revenue retention as a primary KPI, consistently beating >100% target</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Mastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC (or a comparable methodology), whitespace/expansion analysis, and running structured renewal forecasting, QBR, and EBR processes</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Experience in a hyper-growth SaaS startup with a technical product; fraud, payments, professional services, or eCommerce experience is a strong bonus</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Proven ability to coach under-performers and grow high-potential talent, with documented development plans as evidence, backed by excellent communication and executive presence and a track record of building relationships with client C-level executives and internal senior leaders</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Ability to operate with a high degree of autonomy, driving initiatives and building consensus without formal authority, and willingness to get into the details on complex operational and commercial problems</span></li> </ul> <p><span style="font-size: 12pt;"><strong>About Us:</strong></span></p> <p><span style="font-size: 12pt;">Commerce is evolving faster than the systems built to support it. Agentic AI is redrawing how people buy. Customer expectations have a new ceiling. And bad actors are evolving alongside every advancement. </span></p> <p><span style="font-size: 12pt;">Forter was built to meet this moment — and stay ahead of it.</span></p> <p><span style="font-size: 12pt;">We are a human-first, AI-built company. Our technology analyzes patterns across a network of over 2 billion shoppers, delivering identity intelligence across the entire commerce journey — from sign-up to checkout to returns — that protects revenue and unlocks great customer experiences simultaneously. With Forter, businesses know who to trust, whether it’s humans or the agents shopping for them. The result: zero friction for the customers who matter. No revenue left behind.</span></p> <p><span style="font-size: 12pt;">The world's most trusted brands — Nordstrom, Instacart, Priceline, Adobe, ASOS, and eBay among them — rely on Forter to get this right. Since 2013, we've raised $525M from investors including Tiger Global, Bessemer, Sequoia Capital, and Salesforce Ventures, and today we power commerce decisions