At a Glance
- Tasks: Lead customer success initiatives and drive growth for strategic accounts.
- Company: Forter, a dynamic SaaS startup in the fintech space.
- Benefits: Competitive salary, RSUs, private health insurance, and generous PTO.
- Other info: Enjoy half-day Fridays and a culture of inclusivity and growth.
- Why this job: Make a real impact by solving complex business challenges and building executive relationships.
- Qualifications: 7+ years in customer success with a focus on renewals and strategic planning.
The predicted salary is between 80000 - 100000 £ 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.
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.
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.
Principal Customer Success Manager employer: Forter
Forter is an exceptional employer that prioritises the growth and success of its employees, particularly in the dynamic role of Principal Customer Success Manager. With a strong focus on professional development, competitive compensation, and a supportive work culture that includes half-day Fridays, Forter fosters an environment where you can thrive while building meaningful relationships with clients. The company's commitment to innovation in the SaaS space, combined with comprehensive benefits like private health insurance and stock options, makes it an attractive place for those seeking a rewarding career in customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Forter. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Forter before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Principal Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Forter:Your cover letter is your chance to shine! Tell us why you want to work at Forter specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Forter!
How to prepare for a job interview at Forter
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
