Principal Customer Success Manager

🔥 2 minutes ago

🌵 Arizona, Connecticut, +5 more states – Remote

🌵 Arizona – Remote 🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote ❄️ Minnesota – Remote 🤠 Texas – Remote ⛷️ Utah – Remote

💵 $130k - $150k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 0%

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Fortra

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

💰 Private equity on 2021-06

Cybersecurity • SaaS • B2B

Fortra is a cybersecurity company that provides data-centric security solutions to help organizations discover, classify, and protect sensitive data across endpoints, networks, and cloud environments. Its product portfolio includes cloud data protection, data classification, data loss prevention, brand protection (domain monitoring, phishing protection, social media monitoring, dark web monitoring), offensive security and penetration-testing tools, secure file transfer, managed security and compliance services, and solutions to support safe AI adoption. Fortra primarily serves enterprise and B2B customers across regulated industries to reduce exposure risk, prevent breaches, and strengthen cyber posture.

📋 Description

• Lead strategic engagements with a portfolio of high-value customers • Serve as a trusted advisor to stakeholders at all levels, including the C-suite • Maintain deep understanding of company solutions and emerging cybersecurity trends • Provide expert guidance on product capabilities and customize solutions to customer and industry requirements • Prescribe adoption and use of product features, functionality, and services • Articulate ROI and long-term business impact of company solutions • Establish and manage the customer journey from onboarding through renewal • Develop Customer Success Plans based on customer business drivers and success criteria • Develop strategic recommendations using data insights to identify trends, risks, and opportunities • Implement action plans aligned with customer goals and internal business strategies • Maintain customer retention and recurring revenue retention rates • Manage customer satisfaction and the customer experience throughout the lifecycle • Build referenceable customer relationships and executive-level partnerships • Collaborate with customer stakeholders from frontline teams through executive leadership • Partner with executive customers to identify challenges and promote tailored Fortra offerings • Work with Sales Engineers and Account Executives on solutions, account plans, and cross-selling opportunities • Deliver presentations to technical and non-technical audiences • Diagnose and resolve escalated customer concerns and lead critical communications and troubleshooting • Maintain customer relationships and act as a trusted advisor to key influencers and decision-makers • Prioritize customer needs and resolve risks and challenges quickly • Maintain accurate CRM records, opportunities, and account information • Identify and nurture upsell opportunities with the sales team • Collect and communicate customer feedback to internal teams • Influence Sales, Product, and Services teams to support onboarding, proactive support, and strategic solutions • Share best practices and mentor less experienced Customer Success Managers • Lead special projects that enhance engagement, optimize processes, or support broader initiatives • Identify churn risks and implement retention and risk-mitigation strategies • Drive cross-functional action to resolve critical issues and minimize attrition • Develop scalable Customer Success best practices, methodologies, and processes • Assess and report customer health metrics, retention risks, and growth opportunities to leadership • Develop organizational customer success strategies with C-suite leaders and managers • Schedule and lead customer meetings and Executive Business Reviews • Engage subject matter experts and relevant stakeholders for strategic customer discussions • Refine business analysis processes to improve efficiency and customer outcomes

🎯 Requirements

• Minimum length of time in current role: Typically 10 to 12 years • 15+ years of related experience in Strategic Account Management, Customer Success Management, or a similar customer-facing role within a technical environment • Typically requires a bachelor's degree and 15+ years of experience, an advanced degree and 12+ years of experience, or an equivalent combination of education and experience • Excellent presentation, written, and verbal communication skills • Strong interpersonal skills, high energy, enthusiasm, integrity, and authenticity • Demonstrated flexibility, results orientation, resourcefulness, and exceptional problem-solving abilities • Proven ability to manage demanding situations and prioritize competing responsibilities • Strong organizational and time management skills; ability to manage multiple projects simultaneously • Demonstrated cross-functional leadership and team coordination capabilities • Ability to establish credibility, motivate others, provide leadership, work effectively with a diverse customer base, and maintain a positive attitude • Proven ability to navigate difficult and complex customer concerns • Creative problem-solving and initiative • Ability to investigate and resolve issues independently before escalating when necessary • Subject matter expertise across multiple products, solutions, or brands • Exceptional negotiation, influence, and persuasion skills • Strong account ownership and ability to engage stakeholders at all levels, including executive leadership • Ability and willingness to travel for customer visits as required, up to 25% • Ability to perform work primarily involving computer and telephone usage, including keyboarding for the majority of the workday • Strong analytical and problem-solving skills with exceptional attention to detail

🏖️ Benefits

• Competitive benefits and salaries • Personal and professional development opportunities • Flexible work arrangements • Health, dental, and vision coverage as of hire • Immediate enrollment in 401(k), HSA, and FSA plans • Flexible PTO policy • Tuition and personal enrichment reimbursement • Option to enroll in ID Theft Protection Program • Perks supporting holistic wellbeing • Culture that keeps employees connected and empowered