AI powered fraud, abuse, and payment decisions — so your best customers feel less friction, and you leave no revenue behind. Backed by Bessemer and NEA.
About the role
The Customer Success department is the backbone of everything Forter does, and as Senior Manager of Customer Success you'll lead a team responsible for our Strategic and Enterprise+ customers, our largest, most strategic logos. Forter's CS model is growth-focused and outcome-driven: your team doesn't just retain revenue, they own its expansion. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 8-10+ years of CS experience with large enterprise customers on technical software solutions, including 3+ years managing a Strategic or Enterprise+ segment, with accounts at or above $1M ACV
- Track record of net revenue retention as a primary KPI, consistently beating >100% target
- Mastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC (or a comparable methodology), whitespace/expansion analysis, and running structured renewal forecasting, QBR, and EBR processes
- Experience in a hyper-growth SaaS startup with a technical product, fraud, payments, professional services, or eCommerce experience is a strong bonus
- Ability to operate with a high degree of autonomy, driving initiatives and building consensus without formal authority, and willingness to get into the details on complex operational and commercial problems
More about this role
The Customer Success department is the backbone of everything Forter does, and as Senior Manager of Customer Success you'll lead a team responsible for our Strategic and Enterprise+ customers, our largest, most strategic logos. Forter's CS model is growth-focused and outcome-driven: your team doesn't just retain revenue, they own its expansion.
You'll build and coach a team that runs disciplined success planning, MEDDPICC-driven discovery, and executive-level business reviews, while independently owning team performance, talent development, and escalations with minimal oversight. In this role you'll lead a world-class team, build lasting relationships with client executives, and help shape Forter's CS fundamentals company-wide.
- Lead a world-class team of CSMs covering our Strategic and Enterprise+ segments ($1M+ ARR, handpicked strategic logos), owning GRR/NDR and driving rigorous renewal forecasting that surfaces risk and churn exposure well ahead of renewal dates
- Coach your team on Forter's CS fundamentals (Success Planning, Account Planning, MEDDPICC-driven discovery, whitespace analysis) to build a durable expansion pipeline
- Own escalated client issues with urgency, and...
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