Director of Customer Success Enablement

About the role:

Forter is seeking a Director of Customer Success Enablement to lead and scale a strategic enablement function that will elevate the impact of our Customer Success team. This role is part of our growing GTM Ops and Enablement team and will work closely with our Customer Success, GTM and cross-functional leadership team to support our growth objectives.

At Forter, we care deeply about our customers and place a great deal of faith in our world-class Customer Success team. They play a crucial role in building strong, lasting relationships with our customers by addressing complex business challenges and delivering extraordinary value. The team ensures seamless, impactful experiences and drives tangible business outcomes to ensure our customers thrive and achieve their goals.

In this role you’ll focus on designing, developing and implementing enablement programs to support the Customer Success team in executing their mission at the highest level. This role requires a strategic thinker with strong business acumen, customer-facing experience, exceptional communication skills and the ability to work collaboratively . 

If you are passionate about customer-centricity and driving business outcomes through strategic enablement, we would love to hear from you!

Location: NYC or Denver preferred.

What you’ll be doing:

• Strategic Enablement Planning & Execution: Develop and execute a Customer Success enablement strategy, aligned with our customer journey and growth objectives, that empowers our CS team to support our customers from onboarding, through renewal and expansion, to advocacy.
• Continuous Learning: Implement a framework that reinforces strategic thinking and proactive problem-solving. Advocate for the growth and development of the Customer Success team, ensuring they are equipped to support customers’ evolving needs and contribute to the company’s long-term success.
• Leadership & Stakeholder Management: Partner with senior leadership and serve as a liaison between Customer Success and other cross-functional teams (Sales, Marketing, Analytics, Product, etc) to align strategies, expectations, goals and KPIs.
• Data-Driven Insights & Performance Optimization: Establish key performance indicators (KPIs) and success metrics to track the effectiveness of enablement strategies, focusing on customer retention, expansion and overall satisfaction.
• Playbook Development: Develop data-driven, actionable customer success playbooks, including tailored strategies for each stage of the customer journey (onboarding, adoption, retention, expansion, advocacy).
• Performance Analysis and Improvement: Provide regular reports, insights and recommendations to the Customer Organization leadership on the progress and impact of enablement initiatives and programs.

What you’ll need:

• 8+ years of experience in Customer Success, or related customer-facing role
• 4 years of experience in a leadership or enablement role, with proven success in leading cross-functional initiatives
• Customer Success business acumen; solid understanding customer success metrics, retention strategies and the ability to align those with overall growth objectives
• Strong executive presence, with a focus on empowering teams, fostering cross-functional collaboration and the ability to communicate, influence and collaborate with stakeholders across all levels of the organization
• Deep passion for customer centricity and driving long-term value for customers
• Desire and ability to understand complex technical concepts
• Experience or familiarity with GTM Tech Stack (Zoom, SFDC, Highspot, Articulate Rise,, etc))
• Experience in a SaaS startup environment, and in either the payments, fraud, or finance industry is a bonus

About us:

Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it’s not about what is being purchased, nor where— but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve.  Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact. 

Trust is backed by data –  Forter is a recipient of over 10 workplace and innovation awards, including: 

• Great Place to Work Certification (2021, 2022, 2023)
• Fortune’s Best Workplaces in NYC (2022, 2023 and 2024)
• Forbes Cloud 100 (2021, 2022, 2023 and 2024)
• #3 on Fast Company’s list of “Most Innovative Finance Companies” (2022)
• Anti-Fraud Solution of the Year at the Payments Awards (2024)
• SAP Pinnacle Awards “New Partner Application Award” (2023) 
• Fintech Breakthrough Awards – Best Fraud Prevention Platform (2023)

Life as a Forterian:

We are a team of over 500 Forterians spread across 3 different continents. Since 2013, we’ve raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We’re on a mission to bring trust to global digital commerce so that companies like Nordstrom, Priceline, Instacart and ASOS can block fraud, drive revenue and improve customer experience.

At Forter, we believe unique people create unique ideas, and valuable experience comes in many forms. So, even if your background doesn’t match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives, we grow together as humans and as a company.

Benefits:

• Competitive salary 
• Restricted Stock Units (RSUs)
• Matching 401K Plan 
• Comprehensive and generous health insurance, including vision and dental coverage
• Home office allowance 
• Generous PTO policy 
• Half day Fridays

*Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes.

Salary Range: $187,000-$231,000 annually + bonus + equity + benefits
The referenced salary range is based on the Company’s good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.