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About the Role
Lead a team responsible for Forter's Strategic and Enterprise+ customers, focusing on revenue expansion and customer success. Build and coach a team that drives success planning, discovery, and executive reviews, while owning team performance and client escalations.
Responsibilities
- Lead a team of CSMs covering Strategic and Enterprise+ segments, owning GRR/NDR and driving renewal forecasting.
- Coach the team on CS fundamentals to build an expansion pipeline.
- Own escalated client issues and lead Executive Business Reviews with client executives.
- Recruit, develop, and retain a high-performing team, creating individualized coaching plans.
- Partner with GTM teams on renewal strategy, forecasting, account plans, and expansion opportunities.
- Share insights on product and customer trends with Product and leadership.
- Lead the team to be motivated, supported, and engaged.
Requirements
- 8-10+ years of CS experience with large enterprise customers on technical software solutions.
- 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, 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.
- Proven ability to coach under-performers and grow high-potential talent.
- Excellent communication and executive presence.
- Track record of building relationships with client C-level executives and internal senior leaders.
- Ability to operate with a high degree of autonomy and drive initiatives.
- Willingness to get into the details on complex operational and commercial problems.
Skills
- Customer Success
- Revenue Retention
- Forecasting
- MEDDPICC
- Account Planning
- Success Planning
- Executive Business Reviews
- Talent Development
- Client Relationship Management
- SaaS
- Technical Software
Location
- New York
- Tel Aviv
- London
- Singapore
- US
- Canada
- Germany
- France
- Japan
- China
- Australia
Work Type
- Hybrid
Experience Level
- Senior Manager
- 8-10+ years of CS experience
- 3+ years managing a Strategic or Enterprise+ segment
Salary/Compensations
- $162,000 - $200,000 annually + bonus + equity + benefits
Benefits
- Competitive salary
- Restricted Stock Units (RSUs)
- Matching 401K Plan
- Comprehensive and generous health insurance, including vision and dental coverage
- Home office allowance
- Generous PTO policy
- Half day Fridays
About the Company
- Forter was built to meet the evolving demands of commerce, where Agentic AI is redrawing how people buy and customer expectations are constantly rising.
- We are a human-first, AI-built company that analyzes patterns across over 2 billion shoppers to deliver identity intelligence across the entire commerce journey.
- Our technology protects revenue and unlocks great customer experiences simultaneously, enabling businesses to know who to trust.
- Trusted by brands like Nordstrom, Instacart, Priceline, Adobe, ASOS, and eBay.
- Raised $525M from investors including Tiger Global, Bessemer, Sequoia Capital, and Salesforce Ventures.
- Power commerce decisions for nearly 1 million businesses globally.
- We make trust a competitive advantage.
- Award recipient including Great Place to Work Certification, Fortune’s Best Workplaces in NYC, Forbes Cloud 100, and Anti-Fraud Solution of the Year.
Equal Opportunity
- 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 interviewaccommodation@forter.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.