Principal Customer Success Manager at Forter

Forter is seeking a Principal Customer Success Manager to join its Customer Success department. This role is crucial for ensuring customer satisfaction, driving renewals and expansion, and providing strategic insights. The Principal Customer Success Manager will build lasting relationships with client executives, solve complex business challenges, and foster partnerships.

What this role involves:

• Enabling client stakeholders on Forter’s portal and technology.
• Running ongoing training and enablement for clients.
• Leading high impact engagements, including monthly and quarterly business reviews.
• Procuring advocacy from clients through reference calls and case studies.
• Generating upsell opportunities in collaboration with the Sales team.
• Owning the retention number for the business portfolio and overseeing the renewal process.
• Sharing key insights about Forter’s product and processes internally.
• Directing client technical inquiries to the Support team and ensuring a positive customer experience.
• Maintaining accurate data within internal systems.

Requirements:

• Minimum of 3-5 years of client-facing Customer Success experience.
• Experience handling enterprise clients based in China.
• Fluency in Business Mandarin and English.
• Experience leading business reviews with client executives.
• Experience communicating client business objectives to internal leadership.
• Experience collaborating with Product, R&D, and/or operations teams.
• Experience enabling and training clients on UX.
• Experience in a SaaS startup environment, preferably in payments, fraud, or finance.
• Ability to work in a fast-paced environment and drive initiatives autonomously.
• Ability to break down complex problems into manageable components.
• Openness to being hands-on and solving operational problems.

What Forter offers:

• Competitive salary and bonus plan
• Comprehensive and generous health insurance, including vision and dental coverage
• Generous PTO policy
• Half day Fridays

Forter embraces a hybrid work model, inviting team members to work from the office at least 2 days per week for collaboration and relationship-building.