Full-Time

Customer Success Manager

Posted on 8/19/2025

Fortra

Fortra

1,001-5,000 employees

Integrated cybersecurity products and services provider

Compensation Overview

$75k - $105k/yr

United States

In Person

Willing to travel up to 25% for on-site customer visits.

Category
Sales & Account Management
Required Skills
Data Analysis
Requirements
  • Minimum length of time in current role: Typically 3-5 years
  • Related work experience: 2+ years of related experience
  • Education requirements: Typically requires a Bachelor's degree or equivalent experience
  • Excellent presentation, written, and oral communication skills
  • Strong interpersonal skills and experience initiating and building positive relationships
  • Strong organizational and time management skills with the ability to manage multiple projects
  • Cross functional leadership and team coordination skills
  • Proven ability to navigate difficult and complex customer concerns with ease
  • Creative problem-solver who acts confidently – spearheading solutions to problems that arise
  • Demonstrated ability to research issues in a resourceful manner prior to escalating
  • Subject matter expert in multiple brands
  • Demonstrated negotiation and persuasion skills; ability to be tenacious
  • Able and willing to travel on-site for customer visits as required by the business (up to 25%)
  • Physical Requirements: keyboarding of 80% per day and primarily phone and computer work
Responsibilities
  • Cybersecurity Knowledge: Maintains a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests
  • Solution Expertise: Provides expert guidance on product capabilities, ensuring solutions are customized to fit customer-specific needs and industry requirements
  • Value Communication: Clearly articulates the business impact of the company’s solutions to help customers achieve their strategic objectives
  • Customer Journey Management: Establishes and manages the customer journey, ensuring each phase—from onboarding to renewal—drives satisfaction, adoption, and retention
  • Data Analysis and Insights: Leverages customer data and metrics to proactively identify opportunities for improvement, manage risks, and drive customer success strategies
  • Action Plan Execution: Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies
  • Customer Health Ownership: Proactively monitors customer health and engagement, deploying strategies to address risks and optimize customer outcomes, reducing the likelihood of churn
  • Stakeholder Management: Builds strong relationships across customer organizations, working with stakeholders from frontline teams to executive leadership to align company solutions with customer goals
  • Customer Outcome Focus: Ensures customer success by aligning product value with desired business outcomes, fostering long-term partnerships and customer advocacy
  • Communication Skills: Delivers clear, impactful presentations tailored to various audiences, ensuring complex topics are understood by both technical and non-technical stakeholders
  • Empathy and Engagement: Manages complex customer relationships with empathy, engaging customers on a personal level to better understand their needs and provide timely solutions
  • Sense of Urgency: Prioritizes customer needs and responds swiftly to any potential risks or challenges, ensuring quick resolution of issues to maintain high satisfaction levels
  • Attention to Detail: Maintains accuracy and consistency across all customer deliverables, ensuring high-quality output in both communication and strategy execution
  • Risk Mitigation: Monitors customer activity to identify churn risks, taking proactive measures to mitigate potential loss
  • Upsell and Expansion Opportunities: Identify and nurture upsell opportunities, collaborating with the sales team to drive additional business from existing accounts
  • Customer Feedback Loop: Collect and communicate customer feedback to internal teams, ensuring the company’s solutions continue to evolve in line with customer needs
  • Cross-functional Collaboration: Work closely with sales, product, and services teams to ensure smooth onboarding, proactive support, and alignment of solutions with customer requirements
  • Mentorship: Support junior CSM team members by sharing best practices and providing guidance to ensure high performance across the customer success function
  • Special Projects: Lead special projects aimed at enhancing customer engagement, optimizing processes, or contributing to broader business initiatives

Fortra provides a suite of cybersecurity products and services that help businesses protect against cyber threats. It offers integrated solutions across threat detection and response, data protection, network security, and security automation, delivered through subscriptions and licenses with ongoing support. The products are designed to work together as a scalable, end-to-end security stack that clients can deploy and manage as their needs grow. What sets Fortra apart is its customer-centric approach—focusing on simplifying security, delivering integrated tools that work together, and providing continuous support to boost the client’s security posture. The goal is to help organizations operate securely and efficiently by reducing complexity and automating security processes.

Company Size

1,001-5,000

Company Stage

Growth Equity (Venture Capital)

Total Funding

N/A

Headquarters

Eden Prairie, Minnesota

Founded

1991

Simplify Jobs

Simplify's Take

What believers are saying

  • Acquired Zero-Point Security to expand red team training and CRTO certification.
  • Partnered with Adistec to distribute solutions across Latin America.
  • Established GCCs in India and Mexico via Aeries for talent scaling.

What critics are saying

  • GoAnywhere breach erodes trust after $27 million settlements in 2025.
  • LevelBlue steals MSSP market share post-Alert Logic MDR acquisition.
  • Cobalt Strike faces enterprise bans due to ransomware abuse.

What makes Fortra unique

  • Fortra integrates offensive tools like Cobalt Strike with defensive solutions across cyber kill chain.
  • Unified FortraOne platform consolidates 20+ acquisitions for MSP multi-tenant management.
  • Launched DSPM solution automates data discovery in hybrid cloud environments.

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Benefits

Flexible Work Hours

Company News

PR Newswire
Apr 2nd, 2026
Fortra Acquisition of Zero-Point Security Deepens Industry-Leading Offensive Solutions

/PRNewswire/ -- Fortra, a global cybersecurity software and services provider, announced today the acquisition of Zero-Point Security, a specialized...

ChannelBuzz.ca
Apr 2nd, 2026
Fortra builds channel platform from 20+ acquisitions with guaranteed MSP margins

Fortra, a cybersecurity company built through over 20 acquisitions including Cobalt Strike, Digital Guardian and Alert Logic, is consolidating its portfolio into a unified platform targeting MSPs and MSSPs. The company has raised $295 million across multiple funding rounds and is now valued at $1.45 billion. Faraz Siraj, Fortra's Vice President of Global Channels and Alliances, says the company is moving towards platformisation, enabling MSPs to manage multiple security tools through a single multi-tenant interface. Recent strategic moves include selling Alert Logic's managed services business to LevelBlue, signalling Fortra's focus on software rather than competing with partners on service delivery. The company has launched Fortra Protect, a new partner programme featuring guaranteed margins and a unified FortraOne agreement covering its entire portfolio, addressing previous inconsistencies across acquired companies' discount structures.

Security Today
Apr 2nd, 2026
Fortra expands offensive security portfolio with Zero-Point acquisition.

Fortra expands offensive security portfolio with Zero-Point acquisition. The cybersecurity provider moves to integrate elite red team training and certification into its existing suite of adversary emulation tools. Fortra announced the acquisition of Zero-Point Security, a UK-based cybersecurity training firm, in a move to bolster its offensive security education and red team operations. The acquisition integrates Zero-Point Security's specialized training expertise in adversary emulation and penetration testing with Fortra's existing software suite, which includes Cobalt Strike, Core Impact and Outflank Security Tooling. Based in Warrington, UK, Zero-Point Security is known for its Red Team Operations I and II courses. These programs are certified by the Council of Registered Ethical Security Testers (CREST) and lead to the Certified Red Team Operator (CRTO) designation, a credential used to validate expertise in offensive security techniques. Fortra leadership stated the acquisition is intended to create a more comprehensive training portfolio, allowing organizations to upskill internal teams in adversary-focused techniques. The integration aims to facilitate a "purple-team" mindset, where offensive tactics are used directly to inform and strengthen defensive postures. Zero-Point Security founder Daniel Duggan will join the Fortra team to help develop new training programs specifically for Fortra's core offensive security products. The companies have previously collaborated on training initiatives for the Cobalt Strike platform. The move marks a continued expansion for Fortra in the offensive security market, focusing on the human expertise required to operate sophisticated security assessment tools.

The Business of Tech
Jan 28th, 2026
AI Interfaces, Security Consolidation, and MSP Marketplaces Point to a Shift in Where Authority Lives

AI interfaces, security consolidation, and MSP marketplaces point to a shift in where authority lives. Anthropic has released an extension to its MCP protocol, enabling servers to provide an interactive app-like experience within chat interfaces. This open extension allows third-party applications to be built on the MCP protocol, facilitating integrations with platforms such as Goose, Visual Studio Code, and ChatGPT. The MCP Apps framework allows for real-time monitoring and interactive data exploration. This release builds on the existing MCP-UI project and OpenAI's Apps SDK, aligning with the need for more dynamic and interactive AI interactions in enterprise environments. LevelBlue, a managed security services provider based in Dallas, has announced its acquisition of Alert Logic's managed services unit from cybersecurity firm Fortra. This strategic move expands LevelBlue's managed detection and response capabilities while allowing Fortra to focus on its software offerings. The partnership aims to streamline security operations for clients by integrating Alert Logic's services with LevelBlue's existing tools, enhancing overall threat detection and response efficiency. This acquisition is part of a broader trend in the cybersecurity sector where companies seek to consolidate services to provide clients with a single point of accountability. Terms of the deal have not been disclosed. Syncro has announced a partnership with IRONSCALES to integrate advanced email security solutions for managed service providers (MSPs) into the Syncro Marketplace. This integration allows MSPs to quickly provision IRONSCALES' AI-driven email protection, streamlining the purchasing and billing process through Syncro's Universal Billing model. The IRONSCALES solution provides protection against phishing and business email compromise, and it can be deployed instantly for clients. It integrates with Microsoft 365 and Google Workspace, and consolidates licensing and billing, eliminating the need for multiple vendor portals. This partnership aims to reduce administrative overhead and simplify email security management for MSPs. Why do Business of care? These product announcements matter less for what they add than for what they quietly remove: friction and visibility. Anthropic's MCP Apps push AI from assistant to interface. That speeds work, but it also changes where decisions happen and how they're tracked. LevelBlue's acquisition of Alert Logic's managed services reflects a market that values accountability over component choice. Syncro's marketplace integration shows how efficiency is now table stakes - and how platforms increasingly shape MSP economics. As platforms remove friction, they also capture pricing power and dictate recovery paths - leaving MSPs responsible for outcomes they can't fully control or reprice. Individually, these are sensible moves. Collectively, they signal a shift toward centralized control across interaction, security delivery, and purchasing. For MSPs and IT services firms, the risk isn't adopting these tools - it's adopting them without redefining who owns outcomes when automation, consolidation, or platforms fail.

CRN
Jan 27th, 2026
LevelBlue acquires Fortra's Alert Logic MDR to become world's largest pure-play MSSP

LevelBlue has acquired Fortra's Alert Logic managed detection and response offering as part of a long-term partnership announced Tuesday. Financial terms were not disclosed. The deal extends LevelBlue's position as what it calls "the world's largest pure-play MSSP", combining Alert Logic's technology with LevelBlue's existing managed security services. Fortra will become a leading cybersecurity partner, offering its digital risk portfolio to LevelBlue customers. LevelBlue aims to double its business size over the next 12-18 months, according to chief strategy officer Sundhar Annamalai. This marks the company's fourth acquisition since 2024, following purchases of Cybereason, Trustwave, and Aon's Stroz Friedberg practice. LevelBlue, formerly ATT's security business, became a standalone company in 2024. Minnesota-based Fortra specialises in offensive and defensive security across the cyber kill chain.

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