At a Glance
- Tasks: Lead customer success initiatives and drive growth for strategic accounts.
- Company: Forter, a trusted leader in digital commerce solutions.
- Benefits: Competitive salary, stock options, health insurance, and generous PTO.
- Other info: Join a diverse team dedicated to fostering trust in digital commerce.
- Why this job: Make a real impact by building lasting relationships and solving complex challenges.
- Qualifications: 7+ years in customer success with strong commercial acumen.
The predicted salary is between 70000 - 90000 £ per year.
The Customer Success department is the backbone of Forter. As a Principal CSM, you are a key commercial lead responsible for the health, retention, and growth of our strategic accounts. We put a great deal of faith in our CSMs, who own not only customer satisfaction but also renewals, expansion, and strategic ROI. In this role, you’ll build lasting executive relationships and solve complex business challenges, developing the commercial and technical skills that will be the cornerstone of your future career.
What you’ll be doing:
- Own the Renewal Lifecycle: Act as the primary commercial owner for your book of business, managing the end-to-end renewal process and hitting retention targets.
- Drive Net Revenue Growth: Identify and qualify upsell opportunities within your accounts, collaborating with Sales to expand Forter’s footprint.
- Quarterback Executive Value: Lead MBRs and QBRs to communicate Forter’s performance, ROI, and strategic impact to client stakeholders.
- Strategic Advocacy: Convert client success into commercial momentum by securing references and case studies that serve as sales accelerators.
- Product & Roadmap Influence: Translate client business needs into actionable insights for our Product and leadership teams to help shape the company roadmap.
- Data Hygiene: Maintain accurate data within internal systems to ensure leadership has real-time visibility into the commercial health of your portfolio.
What you’ll need:
- 7+ years of post-live, client-facing CS experience with a proven track record of managing renewals and hitting retention targets.
- Commercial Acumen: Experience leading executive-level business reviews focused on ROI, budgets, and long-term contract value.
- Strategic Planning: Ability to communicate client objectives to internal leadership to execute high-impact account strategies.
- Industry Context: Experience in a SaaS startup; background in payments, fraud, or fintech is a significant bonus.
- Problem-Solving Grit: Ability to break down ambiguous problems into concrete solutions and a willingness to get 'in the weeds' to solve operational issues.
- High Agency: Trusted to drive initiatives autonomously and gain buy-in from a wide collection of internal and external stakeholders.
Benefits:
- Competitive salary and bonus plan
- Restricted Stock Units (RSU's)
- Private health insurance, including vision and dental coverage
- Generous PTO policy
- Half day Fridays, every Friday
About us:
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.
Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including:
- Great Place to Work Certification (2021, 2022, 2023, 2024, 2025)
- Fortune’s Best Workplaces in NYC (2022, 2023, 2024 and 2025)
- Forbes Cloud 100 (2021, 2022, 2023, 2024 and 2025)
- Anti-Fraud Solution of the Year at the Payments Awards (2024)
Life as a Forterian: We are a team of over 600 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Adobe, ASOS, eBay, Instacart, Priceline and Nordstrom can block fraud, drive revenue and improve customer experience. At Forter, we believe unique people create unique ideas, and valuable experience comes in many forms. So, even if your background doesn't match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives, we grow together as humans and as a company.
Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law. If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@forter.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
Hybrid work: At Forter, we embrace a hybrid work model that blends in-person connection with the flexibility of remote work. Team members based near our key hubs are expected to work from the office at least three days per week. We believe that regular face-to-face collaboration fuels professional development, strengthens our culture, and builds the relationships that help teams thrive.
Principal Customer Success Manager in London employer: Forter
Forter is an exceptional employer that prioritises employee growth and satisfaction, offering a competitive salary, generous PTO, and private health insurance. With a strong emphasis on trust and collaboration, our hybrid work model fosters a vibrant culture where team members can thrive and make a significant impact. Join us in shaping the future of digital commerce while enjoying the benefits of a supportive and award-winning workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Customer Success Manager in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Forter on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Forter's mission and values. Show us how your experience aligns with our goals, especially in customer success and retention strategies. We love candidates who can connect the dots!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven renewals and growth in past roles. We want to hear about your successes and how you tackled challenges head-on.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows us you're genuinely interested in joining the Forter team.
We think you need these skills to ace Principal Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Principal Customer Success Manager role. Highlight your experience in managing renewals and driving revenue growth, as these are key aspects of the job.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve successfully managed client relationships and achieved retention targets. Numbers speak volumes, so include metrics where possible!
Be Authentic:Let your personality shine through in your application. We value unique perspectives, so don’t hesitate to share what makes you a great fit for our culture and mission at Forter.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Forter
✨Know Your Numbers
As a Principal Customer Success Manager, you'll need to demonstrate your understanding of key metrics. Brush up on your knowledge of retention rates, upsell percentages, and ROI calculations. Be ready to discuss how you've impacted these numbers in your previous roles.
✨Showcase Your Strategic Thinking
Prepare examples that highlight your ability to develop and execute high-impact account strategies. Think about times when you translated client needs into actionable insights for your team. This will show your potential employer that you can think strategically and drive results.
✨Build Rapport with Executive Stakeholders
Since you'll be leading executive-level business reviews, practice how to build rapport quickly. Research the company’s leadership and their backgrounds. During the interview, demonstrate your ability to communicate effectively and establish trust with stakeholders.
✨Be Ready to Solve Problems
Expect to face hypothetical scenarios during your interview that test your problem-solving skills. Prepare by thinking through complex challenges you've faced in the past and how you approached them. Show that you have the grit to get into the weeds and find solutions.
