Senior Customer Success Manager

The Customer Success department is the backbone of everything Forter does, and as a Senior Customer Success Manager, you’ll 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’ll be the cornerstone of your future career.

This position must be based in New York or Denver and follows a hybrid model.

What you’ll be doing:

• Own the end-to-end customer relationship for our largest and most strategic clients, executing a success plan and driving outcomes to turn partners into active promoters for Forter.
• Serve as the primary advisor for your book of business, leading high-impact engagements, particularly Executive Business Reviews, to communicate Forter’s value and impact to client stakeholders.
• Strategically own the commercial relationship, including the retention number for your book of business and generating upsell opportunities in collaboration with the Sales team.
• Drive product adoption and value realization through ongoing client training, enablement, and by sharing key product insights internally to influence the company roadmap.
• Ensure a positive customer experience by directing technical inquiries and troubleshooting to our Support team and providing necessary assistance.
• Maintain accurate and comprehensive data within internal systems to provide clear visibility into the health and commercial outlook of the book of business for both the CSM and leadership.

• Experience: minimum 5 years of relevant experience post-live, client-facing Customer Success experience where you managed large, strategic, and complex accounts.
• Executive Relationships: Excellent communication skills, especially at the C-level both internally and externally. Proven ability to develop relationships with customer executives while working with stakeholders on account objectives and engagements
• Program Management: Demonstrated excellence at success planning across a large and complex book of business. Experience building successful account plans to retain and grow your customers while showing urgency when reacting to problems.
• Technical Aptitude: High fluency in technical topics for a non-technical operator. Not afraid to roll your sleeves up and get in the weeds while understanding complex technical concepts. Known as the best product expert on your past CS teams.
• Expansion Discovery: Proven track record of landing and expanding large strategic accounts in your book of business. You have a nose for discovering and qualifying upsells and cross-sells. Experience with an upsell or revenue quota preferred.

• Industry-Relevant Experience: Background in enterprise SaaS sales, program management, and SaaS startups. Strong preference for professional working experience at enterprise SaaS businesses focusing on payments, fraud, or eCommerce.

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)

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 [email protected]. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Benefits:

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

At Forter, we have embraced a hybrid work model that combines the benefits of in-office collaboration with the flexibility of remote work. As part of this exciting approach, Team members are invited to work from the office at least 2 days per week. Within these two days, we encourage employees to join each week, for a department Team Day and for a Hub Day within each office. Your recruiter will share the specifics of these days.

Our hope is that a balance of in-person collaboration will aid massively in employee professional growth, development and relationship-building.

• 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.

The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.

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