Principal Customer Success Manager

About the role: The Customer Success department is the backbone of Forter. As a Principal CSM, you are a key commercial lead responsible for the health, retention, and growth of our strategic accounts. We put a great deal of faith in our CSMs, who own not only customer satisfaction but also renewals, expansion, and strategic ROI . In this role, you’ll build lasting executive relationships and solve complex business challenges, developing the commercial and technical skills that will be the cornerstone of your future career. What you’ll be doing: Own the Renewal Lifecycle: Act as the primary commercial owner for your book of business, managing the end-to- end renewal process and hitting retention targets. Drive Net Revenue Growth: Identify and qualify upsell opportunities within your accounts, collaborating with Sales to expand Forter’s footprint. Quarterback Executive Value: Lead MBRs and QBRs to communicate Forter’s performance, ROI, and strategic impact to client stakeholders. Strategic Advocacy: Convert client success into commercial momentum by securing references and case studies that serve as sales accelerators. Product & Roadmap Influence: Translate client business needs into actionable insights for our Product and leadership teams to help shape the company roadmap. Data Hygiene: Maintain accurate data within internal systems to ensure leadership has real-time visibility into the commercial health of your portfolio. What you’ll need: 7+ years of post-live, client-facing CS experience with a proven track record of managing renewals and hitting retention targets. Commercial Acumen: Experience leading executive-level business reviews focused on ROI, budgets, and long-term contract value. Strategic Planning: Ability to communicate client objectives to internal leadership to execute high-impact account strategies. Industry Context: Experience in a SaaS startup; background in payments, fraud, or fintech is a significant bonus. Problem-Solving Grit: Ability to break down ambiguous problems into concrete solutions and a willingness to get "in the weeds" to solve operational issues. High Agency: Trusted to drive initiatives autonomously and gain buy-in from a wide collection of internal and external stakeholders. Benefits: Competitive salary and bonus plan Restricted Stock Units (RSU's) Private health insurance, including vision and dental coverage Generous PTO policy Half day Fridays, every Friday 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, 2024, 2025 ) Fortune’s Best Workplaces in NYC (2022, 2023, 2024 and 2025 ) Forbes Cloud 100 (2021, 2022, 2023, 2024 and 2025 ) Anti-Fraud Solution of the Year at the Payments Awards ( 2024 ) Life as a Forterian: We are a team of over 600 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 Adobe, ASOS, eBay, Instacart, Priceline and Nordstrom 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. Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law. If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process. Hybrid work: At Forter, we embrace a hybrid work model that blends in-person connection with the flexibility of remote work. Team members based near our key hubs are expected to work from the office at least three days per week. We believe that regular face-to-face collaboration fuels professional development, strengthens our culture, and builds the relationships that help teams thrive. 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