Principal Customer Success Manager

About the role:

The Customer Success department is the backbone of Forter. As a Principal CSM you are a key commercial lead responsible for the health retention and growth of our strategic accounts. We put a great deal of faith in our CSMs who own not only customer satisfaction but also renewals expansion and strategic ROI. In this role youll build lasting executive relationships and solve complex business challenges developing the commercial and technical skills that will be the cornerstone of your future career.

• Own the Renewal Lifecycle: Act as the primary commercial owner for your book of business managing the end-to- end renewal process and hitting retention targets.
• Drive Net Revenue Growth: Identify and qualify upsell opportunities within your accounts collaborating with Sales to expand Forters footprint.
• Quarterback Executive Value: Lead MBRs and QBRs to communicate Forters performance ROI and strategic impact to client stakeholders.
• Strategic Advocacy: Convert client success into commercial momentum by securing references and case studies that serve as sales accelerators.
• Product & Roadmap Influence: Translate client business needs into actionable insights for our Product and leadership teams to help shape the company roadmap.
• Data Hygiene: Maintain accurate data within internal systems to ensure leadership has real-time visibility into the commercial health of your portfolio.

• 7 years of post-live client-facing CS experience with a proven track record of managing renewals and hitting retention targets.
• Commercial Acumen: Experience leading executive-level business reviews focused on ROI budgets and long-term contract value.
• Strategic Planning: Ability to communicate client objectives to internal leadership to execute high-impact account strategies.
• Industry Context: Experience in a SaaS startup; background in payments fraud or fintech is a significant bonus.
• Problem-Solving Grit: Ability to break down ambiguous problems into concrete solutions and a willingness to get in the weeds to solve operational issues.
• High Agency: Trusted to drive initiatives autonomously and gain buy-in from a wide collection of internal and external stakeholders.

Benefits:

• Competitive salary and bonus plan
• Restricted Stock Units (RSUs)
• Private health insurance including vision and dental coverage
• Generous PTO policy
• Half day Fridays every Friday

About Us:

Commerce is evolving faster than the systems built to support it. Agentic AI is redrawing how people buy. Customer expectations have a new ceiling. And bad actors are evolving alongside every advancement.

Forter was built to meet this moment and stay ahead of it.

We are a human-first AI-built company. Our technology analyzes patterns across a network of over 2 billion shoppers delivering identity intelligence across the entire commerce journey from sign-up to checkout to returns that protects revenue and unlocks great customer experiences simultaneously. With Forter businesses know who to trust whether its humans or the agents shopping for them. The result: zero friction for the customers who matter. No revenue left behind.

The worlds most trusted brands Nordstrom Instacart Priceline Adobe ASOS and eBay among them rely on Forter to get this right. Since 2013 weve raised $525M from investors including Tiger Global Bessemer Sequoia Capital and Salesforce Ventures and today we power commerce decisions for nearly 1 million businesses globally. Were more than fraud payments and orchestration we make trust a competitive advantage.

Trust is backed by data Forter is a recipient of over 10 workplace and innovation awards including:

• Great Place to Work Certification ( 2025)
• Fortunes Best Workplaces in NYC (and 2025)
• Forbes Cloud 100 ( and 2025)
• Anti-Fraud Solution of the Year at the Payments Awards (2024)

Life as a Forterian:

Forterians are genuinely some of the best people youll work with. Smart curious and deeply good humans who care about the work and each other. Thats not an accident its something weve been intentional about since day one and its the thing people mention most when they talk about why they stay. When youre surrounded by people like this doing work that actually matters it changes what a job can feel like.

Forter was built on a simple but powerful conviction: when AI does its job humans can do theirs better. That philosophy shapes our products and shapes how we work. AI is core to our workflows not as a shortcut but as a force multiplier that gives Forterians the space to focus their energy where human judgment is irreplaceable.

Were a global team of 500 people with regional headquarters in New York Tel Aviv London and Singapore and employee presence across the US Canada Germany France Japan China and Australia. Our teams are cross-functional by design and the work you do here is visible consequential and connected to the outcomes that matter.

Youll have real ownership here and proximity to decisions. And we back that with investment in your growth RSU offerings L&D programs built around AI tools and a culture of recognition rooted in our 4.5 day weeks (aka Forters Appreciation Fridays and Sundays). From team outings to local cultural celebrations we mark the moments that matter wherever you are in the world. We dont want Forter to be just another job. We want it to be the place you build.

If youre ready to work on a problem that sits at the intersection of AI commerce and human trust this is it.

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.

Hybrid work:

At Forter we embrace a hybrid work model that blends in-person connection with the flexibility of remote work. Team members based near our key hubs are expected to work from the office at least three days per week. We believe that regular face-to-face collaboration fuels professional development strengthens our culture and builds the relationships that help teams thrive.

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