Senior Customer Success Manager

About the role:

The Customer Success department is the backbone of everything Forter does and as Senior Customer Success Manager youll be a key addition to that team. Forters 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 this role youll build lasting relationships with client executives solve complex business challenges and grow partnerships all while developing business technical and relationship skills thatll be the cornerstone of your future career.

What youll be doing:

• Enable a variety of client stakeholders on Forters 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 Forters 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 Forters 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 Forters 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 Forters leadership team have the most accurate info possible about the book of business

What youll 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 companys 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 companys 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 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

About us:

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 powerfulit can accelerate revenue growth and strengthen a companys connection with its customers. How do we do it Forter was founded on the insight that its 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 customersensuring 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. Were 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 (2024)
• Fortunes Best Workplaces in NYC (and 2024)
• Forbes Cloud 100 (and2025)
• #3 on Fast Companys list of Most Innovative Finance Companies (2022)
• Anti-Fraud Solution of the Year at the Payments Awards (2024)
• SAP Pinnacle Awards New Partner Application Award (2023)
• Fintech Breakthrough Awards Best Fraud Prevention Platform (2023)

Life as a Forterian:

We are a team of over 600 Forterians spread across 3 different continents. Since 2013 weve raised $525 million from investors such as Tiger Global Bessemer Sequoia Capital March Capital and Salesforce Ventures. Were on a mission to bring trust to global digital commerce so that companies like Nordstrom Priceline Instacart and ASOS 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 doesnt 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.

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