Senior Manager of Customer Success, Forter
$153-190k
CAD: $142,000 - 193,000, + Equity + Bonus
Fraud prevention platform
Open for applications
Fraud prevention platform
501-1000 employees
Open for applications
$153-190k
CAD: $142,000 - 193,000, + Equity + Bonus
501-1000 employees
Company mission
To build trust in e-commerce by eliminating fraud for online merchants and marketplaces.
Role
Who you are
- 8+ years of CS experience working with large enterprises on software solutions
- 4+ years of management experience as a CS team manager or leader
- Experience in a hypergrowth SaaS startup with a technical product
- Fraud, payments, professional services, and eCommerce experience is a bonus
- 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
What the job involves
- The Customer Success (CS) department is the backbone of everything Forter does, and as Sr Manager of CS you’ll lead a team responsible for many of our most strategic customers
- Forter’s technology is cutting edge, and as such, the CS team is in an exciting position to partner with customers to deliver incredible business value
- Forter places a great deal of faith in our CS team, who are responsible not only for customer satisfaction, but also renewals and expansion discovery
- In this role you’ll lead a world class team, ensure the execution of our mission at the highest levels, build lasting relationships with client executives, solve complex business challenges, and expand the skills that will be the cornerstone of your career
- Lead a world class team of roughly 7 CSMs in the AMER region, covering our customers in the Strategic and Enterprise+ segments
- Recruit and develop a high performing team, helping uplevel our CSMs to meet their 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 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
Our take
Forter provides new generation fraud prevention to meet the challenges faced by modern enterprise e-commerce. The system eliminates the need for rules, scores or manual reviews, making fraud prevention friction-free.
The result is fraud prevention that is invisible to buyers and empowers merchants with increased approvals, smoother checkout and the near elimination of false positives - meaning more sales and happier customers.
Behind the scenes, Forter’s machine learning technology combines advanced cyber intelligence with behavioral and identity analysis to create a multi-layered fraud detection mechanism.
The company had previously announced IPO plans, however, it has yet to move forward with this venture. Since its $300 M investment round in 2021, the company has made several acquisitions, strengthening its fraud prevention solution stack.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
May 2021
$300m
SERIES F
Nov 2020
$125m
SERIES E
Total funding: $528m
Company benefits
- Vision & Dental Benefits
- Fitness Subsidies
- 25 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company values
- Inclusive: By creating an environment where everyone feels they belong, we can win as one team
- Mission-driven: We have a clear sense of purpose and are willing to go the extra mile for customers
- Principled: When we make decisions, we do what’s right
- Attentive: We are present and always listen first
- Courageous: We dare to take risks and view mistakes as learning opportunities
- Transparent: We openly share ideas, information and opinions because we trust each other
Company HQ
Midtown East, New York, NY
Articles
Leadership
Alon Shemesh
(Chief Analyst)Previously worked for 5 years at Paypal, holding various positions such as Risk Analytics Automation Manager and Manager of Decision Strategy
Liron Damri
(President)Previously worked for 5 years at Paypal, holding various positions such as Head of Americas Analytics, Business Analytics (ARS) and Strategy and Business Development, LATAM. He served as Forter's COO until 2017
Michael Reitblat
(CEO)Previously VP Product and Board Member at Pango Parking for 4 years and Military Intelligence Officer at Israeli Intelligence Corps - Cyber Command for 3 years
Salary benchmarks
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