Principal Customer Success Manager

🔥 12 hours ago

🌵 Arizona, Texas – Remote

🌵 Arizona – Remote 🤠 Texas – 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 • Help customers realize sustained business value from Fortra's cybersecurity solutions • Provide expert guidance on product capabilities and customize solutions to customer needs • Prescribe adoption of product features, functionality, and services • Articulate ROI and long-term business impact of solutions • Establish and manage customer journeys from onboarding through renewal • Develop Customer Success Plans, tailored action plans, and strategic recommendations • Maintain customer retention, recurring revenue retention, satisfaction, and advocacy • Build executive-level partnerships and relationships across customer organizations • Partner with executive customers to identify challenges and promote Fortra offerings • Collaborate 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 critical issues • Maintain customer account information, opportunities, and updates in CRM tools • Identify and nurture upsell opportunities • Collect and communicate customer feedback to internal teams • Influence Sales, Product, and Services teams to support onboarding and strategic solutions • Mentor less experienced Customer Success Managers and share best practices • Lead special projects that enhance customer engagement and optimize processes • Identify churn risks and execute customer retention and risk-mitigation strategies • 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 aligned with revenue growth, operational improvement, and customer satisfaction • Lead customer meetings and Executive Business Reviews • Engage subject matter experts and relevant stakeholders in strategic customer discussions • Continuously improve business analysis processes and customer outcomes

🎯 Requirements

• Typically 10 to 12 years in current role • 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 • Flexibility, results orientation, resourcefulness, and exceptional problem-solving abilities • Ability to manage demanding situations and prioritize competing responsibilities • Strong organizational and time management skills • 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 • Ability to navigate difficult and complex customer concerns • 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 computer and telephone-based work, including keyboarding for most of the workday • Strong analytical and problem-solving skills with exceptional attention to detail

🏖️ Benefits

• Competitive benefits and salaries • Personal and professional development opportunities • Flexibility • 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 • Holistic wellbeing perks • Full-time, exempt employment