About the role:

The Customer Success department is the backbone of everything Forter does, and as Senior Manager of Customer Success you'll lead a team responsible for our Strategic and Enterprise+ customers, our largest, most strategic logos. Forter's CS model is growth-focused and outcome-driven: your team doesn't just retain revenue, they own its expansion.

You'll build and coach a team that runs disciplined success planning, MEDDPICC-driven discovery, and executive-level business reviews, while independently owning team performance, talent development, and escalations with minimal oversight. In this role you'll lead a world-class team, build lasting relationships with client executives, and help shape Forter's CS fundamentals company-wide.

What you’ll be doing:

Lead a world-class team of CSMs covering our Strategic and Enterprise+ segments ($1M+ ARR, handpicked strategic logos), owning GRR/NDR and driving rigorous renewal forecasting that surfaces risk and churn exposure well ahead of renewal dates
Coach your team on Forter's CS fundamentals (Success Planning, Account Planning, MEDDPICC-driven discovery, whitespace analysis) to build a durable expansion pipeline
Own escalated client issues with urgency, and lead or support Executive Business Reviews and strategic alignment conversations with client executives on your top accounts
Recruit, develop, and retain a high-performing team; proactively identify performance gaps and build documented, individualized coaching plans
Partner with GTM teams (Sales, Pre-Sales, Marketing, Finance) on renewal strategy, forecasting, account plans, and expansion opportunities, and share insights on product and customer trends with Product and leadership
Lead in a way that keeps the team motivated, supported, and engaged

What you’ll need:

8-10+ years of CS experience with large enterprise customers on technical software solutions, including 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 (or a comparable methodology), 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, with documented development plans as evidence, backed by excellent communication and executive presence and a track record of building relationships with client C-level executives and internal senior leaders
Ability to operate with a high degree of autonomy, driving initiatives and building consensus without formal authority, and willingness to get into the details on complex operational and commercial problems

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 it’s humans or the agents shopping for them. The result: zero friction for the customers who matter. No revenue left behind.

The world's most trusted brands — Nordstrom, Instacart, Priceline, Adobe, ASOS, and eBay among them — rely on Forter to get this right. Since 2013, we've 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. We're more than fraud, payments and orchestration – we make trust a competitive advantage.