Customer Success Manager, Forter
$100-125k
+ Bonus + Equity
2+ days a week in office
Fraud prevention platform
Open for applications
Fraud prevention platform
501-1000 employees
Open for applications
$100-125k
+ Bonus + Equity
2+ days a week in office
501-1000 employees
Company mission
To build trust in e-commerce by eliminating fraud for online merchants and marketplaces.
Role
Who you are
- 3+ years experience in customer success or similar customer-facing role, managing relationships with multi-faceted and complex organizations, with a focus on technical products (management consulting, account management, etc)
- Proven success driving renewals and upsells in a SaaS or subscription-based business
- Demonstrated success leading recurring meetings with executive leadership, including regular business reviews where there is a strong emphasis on values and ROI
- Experience with relationship management, including a proven track record of maintaining and growing relationships at an executive level
- Proven track record of maintaining and growing relationships with external stakeholders
- Experience synthesizing customer and partnership goals into strategic plans, and communication of objectives to both internal and external leadership
- Track record of cross-functional collaboration with internal Product, R&D, and/or operations teams to prioritize and translate client needs and communicate product feedback
- Experience directly enabling and training clients on how to use your company’s tool/UX in a value-led manner
- Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions
- Clear communication and negotiation skills, with the ability to influence and persuade stakeholders at all organizational levels
- Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problem
- 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
What the job involves
- The Customer Success team is a key part of Forter’s go-to-market approach, responsible for managing the entire post-sales lifecycle for our customer base
- As Forter’s innovative technology continues to lead the market, our Customer Success Managers (CSMs) work closely with customer teams to help them fully realize the value and potential of our solutions
- We place a high degree of trust in our CSMs, who are instrumental not only for driving customer satisfaction, but also for renewals, expansion, and strategic insights
- In this role, you will cultivate enduring relationships with executive-level clients, tackle complex business challenges, and elevate partnerships to ensure customers are supported at every stage of their journey
- Collaborate closely with sales and a cross-functional team to own customer renewals and achieve best-in-class gross and net retention targets across a 7-figure book of business
- Quarterback high impact engagements, including regular business reviews to showcase Forter’s value to client executives and drive renewals and expansions
- Cultivate and maintain a trusted advisor status with key customer stakeholders & executive sponsors
- Demonstrate a comprehensive understanding and alignment with the customer’s business goals, expectations, and challenges
- Act as the internal customer advocate
- Secure client advocacy through reference calls, case studies, etc that act as sales accelerators and turn customers into active promoters
- Enable client stakeholders on Forter’s platform and technology prior to account go-live; provide ongoing training and support
- Share key insights on Forter’s product and processes internally with our Product and leadership teams, helping to guide the company roadmap
- Serve as a source of industry best practices, thought leadership, and trends, most notably with customer executive stakeholders
- Direct technical inquiries to the Support team and assist as needed to ensure a positive customer experience
- Maintain clean data within our internal systems, ensuring both you and Forter’s leadership team have accurate information about your book of business
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 behavioural 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 $300M 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
2% employee growth in 12 months
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 HQ
Midtown East, New York, NY
Leadership
Liron Damri
(Co-Founder & 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
(Co-Founder & 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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