Director of Customer Success
Confirmed live in the last 24 hours
London, UK
Experience Level
Desired Skills
Sales & Account Management
Customer Success & Support
  • 10+ years of CS experience working with large enterprises on software solutions
  • 5+ years of management experience as a CS team manager or leader
  • Experience in a SaaS startup serving high revenue strategic customers
  • Strong management presence and leadership ability, with communication and interpersonal skills that motivate leaders and teams
  • Demonstrated operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning
  • Excellent communication skills especially at the C-level. Past experience working with senior C-level executives both internally and externally
  • Experience building exceptionally strong relationships with x-functional leaders. Sharing a clear vision for your team as well as enlisting internal support for initiatives
  • Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders
  • Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
  • Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems
  • Lead a world class team of roughly 5 CSMs in the EMEA region, covering our customers in the UK,, France, Israel and more
  • Recruit and develop a high performing team, helping uplevel our CSMs to meet their company goals while preparing them for the next steps in their careers
  • Deliver transformational leadership so the team is highly motivated, supported, and engaged. Be a role model and maximize the strengths of your team
  • Own the gross and net revenue retention number for your team, building a strategic plan to retain and grow your book of business quarter after quarter
  • Independently handle escalated client issues with urgency, providing guidance to the team while serving as an escalation point that can deescalate situations
  • Lead the EMEA team renewal strategies, partnering with cross-functional teams like Sales, Marketing, and Finance to proactively plan renewals well in advance
  • Work closely with the GTM teams (Sales, Pre-Sales, etc.) to align on strategies, forecasting, account plans, and expansion opportunities
  • Share key insights about Forter's product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction
Desired Qualifications
  • Fraud, payments, professional services, and eCommerce experience is a