Senior Manager of Customer Success, Strategic Accounts

Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve.  Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.

The Customer Success (CS) department is the backbone of everything Forter does, and as the Sr. Manager, Strategic for the Americas you’ll lead the team responsible for our most important accounts.. Forter’s technology is cutting edge, and as such, the CS team is in an exciting position to partner with customers to deliver incredible business value. Forter places a great deal of faith in our CS team, who are responsible not only for customer satisfaction, but also for renewals, expansion, and strategic insights. In this role you’ll lead a world class team, ensure the execution of our mission at the highest levels, build lasting relationships with client executives, solve complex business challenges, and expand the skills that are the cornerstone of your career up to this point.

• Lead a world class CS team in the Americas region, including nearly 10 of the most tenured CSMs managing the Strategic account segment
• Recruit and develop a high performing team, helping coach our talented managers and individual contributors to the next level in their careers
• Deliver transformational leadership so the team is highly motivated, supported, and engaged. Be a role model and maximize the strengths of your team
• Independently handle escalated client issues with urgency, providing guidance to the team while serving as an escalation point that can deescalate situations
• Lead the Americas Strategic team renewal strategies in partnership with Sales, Marketing, Finance
• Guide the team to reach our tangible goals for target retention rate, generating upsell and cross selling opportunities, and net dollar retention
• Work closely with the GTM teams (Sales, Pre-Sales, etc.) to align on strategies, forecasting, account plans, and expansion opportunities
• Share key insights about Forter’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction

• 8+ years of CS experience working with large enterprises on software solutions
• 3+ years of management experience as a CS team manager or leader
• Strong management presence and leadership ability, with communication and interpersonal skills that motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning
• Excellent communication skills especially at the C-level. Past experience working with senior C-level executives both internally and externally
• Experience building exceptionally strong relationships with x-functional leaders. Sharing a clear vision for your team as well as enlisting internal support for initiatives
• Experience in an enterprise SaaS startup. Fraud, payments, professional services, and eCommerce experience is a bonus
• Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
• Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
• Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems

We are a team of over 500 Forterians spread across 3 different continents. Our success so far in the marketplace has allowed us to achieve a total series F valuation of over $3 Billion, making us the most valuable privately-held fraud prevention company globally. Our investors include: Tiger Global, Bessemer, Sequoia Capital, March Capital, and Salesforce Ventures. 

• Competitive salary 
• Matching 401K Plan 
• Comprehensive and generous health insurance, including vision and dental coverage Stock options 
• Generous PTO policy 
• Half day Fridays

*Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes.