Senior Manager, Customer Success
Senior Manager, Customer Success
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Job Description
About the role:
As the Senior Manager Customer Success in Shanghai youll lead a high-performing team focused on driving long-term value for Forters customers in the region. Our Customer Success organization plays a critical role across the customer journeyowning satisfaction retention and expansion this role youll serve as a strategic partner to clients build trusted relationships with senior stakeholders and help unlock the full potential of Forters innovative technology. Youll also be responsible for scaling our CS operations mentoring a world-class team and tackling complex business challenges that drive real impactfor our customers and your career.
What youll be doing:
- Lead a world class team of CSMs in the GCR region covering our customers in China
- Recruit and develop a high performing team helping uplevel our CSMs to meet their company goals while preparing them for the next steps in their careers
- Deliver transformational leadership so the team is highly motivated supported and engaged. Be a role model and maximize the strengths of your team
- Own the gross and net revenue retention number for your team building a strategic plan to retain and grow your book of business quarter after quarter
- Independently handle escalated client issues with urgency providing guidance to the team while serving as an escalation point that can deescalate situations
- Lead the GCR team renewal strategies partnering with cross-functional teams like Sales Marketing and Finance to proactively plan renewals well in advance
- Work closely with the GTM teams (Sales Pre-Sales etc.) to align on strategies forecasting account plans and expansion opportunities
- 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
Who are you:
- 10 years of CS experience working with large enterprises on software solutions
- 5 years of management experience as a CS team manager or leader
- Experience in a SaaS startup serving customers that include those in mainland China. Fraud payments professional services and eCommerce experience is highly preferred
- Strong management presence and leadership ability with communication and interpersonal skills that motivate leaders and teams
- Demonstrated operational excellence in analytical thinking process development problem solving communication delegation and planning
- Excellent communication skills especially at the C-level. Past experience working with senior C-level executives both internally and externally
- Experience building exceptionally strong relationships with x-functional leaders. Sharing a clear vision for your team as well as enlisting internal support for initiatives
- 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
- Are fluent in written and spoken Mandarin
Benefits:
- Competitive salary and quarterly bonus plan
- Generous PTO policy
- Half day Fridays every Friday
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 ()
- Fortunes Best Workplaces in NYC (2022)
- #3 on Fast Companys list of Most Innovative Finance Companies (2022)
- Forbes Cloud 100 (2021 2022)
- 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.
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 This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
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.
Required Experience:
Senior Manager
Employment Type
Full Time
