Senior Customer Success Manager in London

The Customer Success department is the backbone of everything Forter does, and as Senior Customer Success Manager, you will be a key addition to that team. Forter's technology is on the cutting edge, and as such, the Customer Success team is in an exciting position to show customers how to benefit from that value. We put a great deal of faith in our CSMs who are responsible not only for customer satisfaction, but also for renewals, expansion, and providing strategic insights. In this role you'll build lasting relationships with client executives, solve complex business challenges, and grow partnerships, all while developing business, technical, and relationship skills that will be the cornerstone of your future career.

What you'll be doing:

• Enable a variety of client stakeholders on Forter's portal and technology close to the account going live. Run ongoing training and enablement for clients as well.
• Quarterback high impact engagements, particularly monthly and quarterly business reviews to communicate Forter's performance and value to client executives.
• Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters.
• Leverage your client relationships and knowledge of Forter's solution to generate upsell opportunities that you will collaborate with the Sales team on.
• Own the retention number for your book of business and oversee the renewal process for expiring client contracts.
• 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.
• Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience.
• Maintain clean data within our internal systems to ensure that both you and Forter's leadership team have the most accurate info possible about the book of business.

What you'll need:

• 5+ years of post-live, client-facing Customer Success experience.
• Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company's solution.
• Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan.
• Experience collaborating with your internal Product, R&D, and/or operations team to understand client needs and communicate product feedback.
• Experience enabling and training your clients on how to use your company's UX both initially and on an ongoing basis.
• Experience in a SaaS startup environment, and in either the payments, fraud, or finance industry is a bonus.
• Ability to work in a 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.

Benefits:

• Competitive salary and bonus plan.
• Restricted Stock Units (RSUs).
• Private health insurance, including vision and dental coverage.
• Generous PTO policy.
• Half day Fridays, every Friday.

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.

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.