Manager, Customer Success - Tier 4

Fortra

At Fortra, we’re creating a simpler, stronger, and more straightforward future for cybersecurity by offering a portfolio of integrated and scalable security solutions.

Problem Solvers. Proactive Protectors. Relentless Allies.

Ready to join us? Let's get started.

This position oversees and guides a team of Customer Success Managers (CSMs) in delivering exceptional service to our cybersecurity clients. This position is responsible for driving customer satisfaction, ensuring successful adoption of our cybersecurity solutions, and fostering a customer-centric culture.

The ideal candidate has a proven track record of leading high-performing teams, a deep understanding of customer success best practices in the cybersecurity industry, and a passion for helping customers succeed.

WHAT YOU'LL DO

1. Lead, coach, and mentor a team of Customer Success Managers to meet and exceed individual and team goals.
2. Develop training programs to enhance the team's knowledge of cybersecurity products and services.
3. Conduct regular one-on-one meetings and performance evaluations to foster professional growth.
4. Collaborate with HR and leadership in hiring and onboarding new CSMs.

Customer Success Strategy

1. Define and implement strategies to improve customer onboarding, product adoption, and satisfaction.
2. Act as the escalation point for high-profile customer issues, ensuring timely and satisfactory resolutions.
3. Monitor customer health metrics and work with CSMs to proactively address risks and identify upsell opportunities.
4. Collaborate with Product, Sales, and Engineering teams to align on customer needs and feedback.

Operational Excellence

1. Set team objectives, KPIs, and operational goals to align with organizational priorities.
2. Develop and maintain standardized processes for account management and issue resolution.
3. Analyze data and customer feedback to identify trends and areas for improvement.
4. Prepare and present regular reports on team performance and customer insights to senior leadership.

Customer Advocacy

1. Act as the voice of the customer within the organization, advocating for their needs in product development and service enhancements.
2. Drive initiatives to create strong, long-term relationships with customers to ensure loyalty and satisfaction.

QUALIFICATIONS

1. Bachelor’s degree in Business, Cybersecurity, IT, or related field; or equivalent experience.
2. 5+ years of experience in customer success, account management, or a related field, with at least 2 years in a leadership role.
3. Strong understanding of cybersecurity concepts, products, and industry trends.
4. Excellent communication, interpersonal, and problem-solving skills.
5. Proficiency in CRM and customer success platforms (e.g., Salesforce, Gainsight).
6. Experience working in a SaaS or cybersecurity-focused organization.
7. Certifications in cybersecurity (e.g., CISSP, CISM) are a plus.

About Us

This is Fortra, where we're making a difference by offering a best-in-class solutions portfolio, proactively adapting to the ever-evolving cybersecurity threat landscape, and putting people first. Fortra is a cybersecurity company like no other. We're known for our innovative software and services, world-class support, and the commitment and satisfaction of employees across the globe.

We Are Fortra

Our people make us great. Our employees are a resilient and diverse group of global problem solvers, proactive protectors, and relentless allies, empowered to show up every day authentically, ready to fight the good fight with Fortra. Here at Fortra, we believe we're stronger when we're all stronger. That's why we're committed to supporting and empowering our employees through a host of offerings, including competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.