Senior Customer Success Manager
Strategic Accounts
Posted on 2/5/2024
Forter
Locations
Denver, CO, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
Communications
CategoriesNew
Business & Strategy
Sales & Account Management
Customer Success & Support
Requirements
  • Bachelor's Degree
  • Minimum 6 years of relevant experience in client-facing Customer Success
  • Excellent communication skills, especially at the C-level
  • Experience in success planning across a large and complex book of business
  • High fluency in technical topics for a non-technical operator
  • Proven track record of landing and expanding large strategic accounts
  • Background in enterprise SaaS sales, program management, and SaaS startups
Responsibilities
  • Own the end to end customer relationship for largest and most strategic customers
  • Enable client stakeholders on Forter’s portal and technology
  • Quarterback high impact engagements, particularly executive business reviews
  • Procure advocacy from clients in the form of reference calls, case studies, etc.
  • Generate upsell opportunities and collaborate with the Sales team
  • Own the retention number for the book of business and oversee the renewal process
  • Share key insights about Forter’s product and processes internally
  • Direct client technical inquiries or troubleshooting questions to the Support team
  • Maintain clean data within internal systems
Desired Qualifications
  • Experience with an upsell or revenue quota preferred
  • Background in enterprise SaaS sales, program management, and SaaS startups
  • Strong preference for professional working experience at enterprise SaaS businesses focusing on payments, fraud, or eCommerce