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 employee well-being and fosters a vibrant, inclusive culture in its London office. With a strong focus on professional growth, employees are encouraged to bring innovative ideas to the table while enjoying a supportive environment that values trust and collaboration. The company offers numerous opportunities for engagement through events and initiatives, ensuring that every team member feels valued and connected.
