drjobs Senior Customer Success Manager

Senior Customer Success Manager

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1 Vacancy
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Job Location drjobs

Denver, CO - USA

Yearly Salary drjobs

$ 127000 - 157000

Vacancy

1 Vacancy

Job Description

About the role:

The Customer Success department is the backbone of everything Forter does and as a 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 insights. In 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.

This position must be based in Denver and follow a hybrid model.

What youll be doing:

  • Own the end to end customer relationship from golive through renewal for our largest and most strategic customers while executing a success plan for each
  • Enable a variety of client stakeholders on Forters portal and technology close to the account going live. After golive run ongoing training and enablement for clients
  • Quarterback high impact engagements particularly executive business reviews to communicate Forters value and impact 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:

  • Required Education and Experience: Bachelors Degree and a minimum 6 years of relevant experience postlive clientfacing Customer Success experience where you managed large strategic and complex accounts.
  • Executive Relationships: Excellent communication skills especially at the Clevel 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 nontechnical 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 crosssells. Experience with an upsell or revenue quota preferred.

Its be really cool if you also have:

  • IndustryRelevant 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.

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:

Life as a Forterian:

We are a team of over 500 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.

Benefits:

*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.

Salary Range: $127000 $157000 annually bonus equity benefits
The referenced salary range is based on the Companys 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.


Required Experience:

Manager

Employment Type

Full-Time

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