Principal Customer Success Manager

About the role

<p><span style="font-size: 12pt;"><strong>About the role:</strong></span></p> <p><span style="font-size: 12pt;">The Customer Success department is the backbone of Forter. As a Principal CSM, you are a key commercial lead responsible for the health, retention, and growth of our strategic accounts. We put a great deal of faith in our CSMs, who own not only customer satisfaction but also <strong>renewals, expansion, and strategic ROI</strong>. In this role, you’ll build lasting executive relationships and solve complex business challenges, developing the commercial and technical skills that will be the cornerstone of your future career.</span></p> <h3><span style="font-size: 12pt;"><strong>What you’ll be doing:</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Own the Renewal Lifecycle:</strong> Act as the primary commercial owner for your book of business, managing the end-to- end renewal process and hitting retention targets.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Drive Net Revenue Growth:</strong> Identify and qualify upsell opportunities within your accounts, collaborating with Sales to expand Forter’s footprint.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Quarterback Executive Value:</strong> Lead MBRs and QBRs to communicate Forter’s performance, ROI, and strategic impact to client stakeholders.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Strategic Advocacy:</strong> Convert client success into commercial momentum by securing references and case studies that serve as sales accelerators.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Product &amp; Roadmap Influence:</strong> Translate client business needs into actionable insights for our Product and leadership teams to help shape the company roadmap.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Data Hygiene:</strong> Maintain accurate data within internal systems to ensure leadership has real-time visibility into the commercial health of your portfolio.</span></li> </ul> <h3><span style="font-size: 12pt;"><strong>What you’ll need:</strong></span></h3> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>7+ years of post-live, client-facing CS experience</strong> with a proven track record of managing renewals and hitting retention targets.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Commercial Acumen:</strong> Experience leading executive-level business reviews focused on ROI, budgets, and long-term contract value.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Strategic Planning:</strong> Ability to communicate client objectives to internal leadership to execute high-impact account strategies.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Industry Context:</strong> Experience in a SaaS startup; background in payments, fraud, or fintech is a significant bonus.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>Problem-Solving Grit:</strong> Ability to break down ambiguous problems into concrete solutions and a willingness to get "in the weeds" to solve operational issues.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;"><strong>High Agency:</strong> Trusted to drive initiatives autonomously and gain buy-in from a wide collection of internal and external stakeholders.</span></li> </ul> <p><span style="font-size: 12pt;"><strong>Benefits:</strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Competitive salary and bonus plan</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Restricted Stock Units (RSU's)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Private health insurance, including vision and dental coverage</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Generous PTO policy</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Half day Fridays, every Friday</span></li> </ul> <p><span style="font-size: 12pt;"><strong>About Us:</strong></span></p> <p><span style="font-size: 12pt;">Commerce is evolving faster than the systems built to support it. Agentic AI is redrawing how people buy. Customer expectations have a new ceiling. And bad actors are evolving alongside every advancement. </span></p> <p><span style="font-size: 12pt;">Forter was built to meet this moment — and stay ahead of it.</span></p> <p><span style="font-size: 12pt;">We are a human-first, AI-built company. Our technology analyzes patterns across a network of over 2 billion shoppers, delivering identity intelligence across the entire commerce journey — from sign-up to checkout to returns — that protects revenue and unlocks great customer experiences simultaneously. With Forter, businesses know who to trust, whether it’s humans or the agents shopping for them. The result: zero friction for the customers who matter. No revenue left behind.</span></p> <p><span style="font-size: 12pt;">The world's most trusted brands — Nordstrom, Instacart, Priceline, Adobe, ASOS, and eBay among them — rely on Forter to get this right. Since 2013, we've raised $525M from investors including Tiger Global, Bessemer, Sequoia Capital, and Salesforce Ventures, and today we power commerce decisions for nearly 1 million businesses globally. We're more than fraud, payments and orchestration – we make trust a competitive advantage.</span></p> <p><span style="font-size: 12pt;"><strong>Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including: </strong></span></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Great Place to Work Certification (2021, 2022, 2023, 2024,<a href="https://www.greatplacetowork.com/certified-company/703996