Senior Manager, Customer Success

About this role

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+ seg...