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Job Description
Fortra is seeking a Sr. Customer Success Manager to drive customer adoption and retention, working with the company's largest customers. The CSM will articulate the value of solutions to inspire and support customer adoption, renewal, and expansion, working with customer contacts up to the CXO level.
What this role involves:
- Developing trusted advisor relationships with customer managers and executive sponsors.
- Increasing customer retention and adoption rates through regular check-in calls and success plans.
- Serving as the single point of contact and escalation for customers.
- Coordinating with the Services team to ensure smooth onboarding.
- Articulating business value to drive growth and build customer advocates.
- Tracking customer activity to identify and eliminate churn risk.
- Identifying upsell opportunities and passing them to Sales.
- Serving as a customer advocate and collecting feedback.
- Working closely with internal resources on issue resolution.
- Mentoring and training new hires.
- Handling larger or strategic customer accounts.
- Leading special projects.
Requirements:
- Four-year degree preferred.
- Excellent presentation, written, and oral communication skills.
- Strong interpersonal skills and experience building positive relationships.
- Strong organizational and time management skills.
- Cross-functional leadership and team coordination skills.
- Proven ability to navigate complex customer concerns.
- Creative problem-solving skills.
- Demonstrated ability to research issues.
- Subject matter expertise in multiple brands.
- Demonstrated negotiation and persuasion skills.
- Willingness to travel on-site for customer visits (up to 25%).
Fortra
Fortra is a software development company focused on creating and maintaining software products for both market sale and internal use. They operate within an Agile project development methodology and emphasize innovation, best practices, and continuous improvement. Fortra values collaboration, problem-solving, and initiative, fostering a culture of teamwork and individual contribution. The company designs, develops, tests, and debugs software systems and applications, incorporating new technologies and focusing on meeting user needs. They offer solutions related to database fundamentals like SQL and DB design, containers like Docker and Kubernetes, and cloud services.
All Jobs at Fortra (54)