Director of Customer Success Enablement, Forter
$187-231k
+ Restricted Stock Units + Bonus
2 days a week in office
Fraud prevention platform
Be an early applicant
Fraud prevention platform
501-1000 employees
Be an early applicant
$187-231k
+ Restricted Stock Units + Bonus
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
- This role requires a strategic thinker with strong business acumen, customer-facing experience, exceptional communication skills and the ability to work collaboratively
- 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
What the job involves
- 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
- 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
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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