СШАSenior Manager, Customer Success
2 нед. назад
СШАSenior
meddpiccrenewal forecastingaccount planningtalent development
Lead and coach a team of Customer Success Managers responsible for strategic and enterprise customers, focusing on revenue growth, renewal forecasting, and client relationship management.
О компании
- 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.
- was built to meet this moment — and stay ahead of it.
- 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 , 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.
- The world's most trusted brands — Nordstrom, Instacart, Priceline, Adobe, ASOS, and eBay among them — rely on 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.
- Trust is backed by data – is a recipient of over 10 workplace and innovation awards, including:
- Great Place to Work Certification (2021, 2022, 2023, 2024, 2025 )
- Fortune’s Best Workplaces in NYC (2022, 2023, 2024 and 2025 )
- Forbes Cloud 100 (2021, 2022, 2023, 2024 and 2025 )
- Anti-Fraud Solution of the Year at the Payments Awards ( 2024 )
Обязанности
- The Customer Success department is the backbone of everything does, and as Senior Manager of Customer Success you'll lead a team responsible for our Strategic and Enterprise+ customers, our largest, most strategic logos. 's CS model is growth-focused and outcome-driven: your team doesn't just retain revenue, they own its expansion.
- You'll build and coach a team that runs disciplined success planning, MEDDPICC-driven discovery, and executive-level business reviews, while independently owning team performance, talent development, and escalations with minimal oversight. In this role you'll lead a world-class team, build lasting relationships with client executives, and help shape 's CS fundamentals company-wide.
- Lead a world-class team of CSMs covering our Strategic and Enterprise+ segments ($1M+ ARR, handpicked strategic logos), owning GRR/NDR and driving rigorous renewal forecasting that surfaces risk and churn exposure well ahead of renewal dates
- Coach your team on 's CS fundamentals (Success Planning, Account Planning, MEDDPICC-driven discovery, whitespace analysis) to build a durable expansion pipeline
- Own escalated client issues with urgency, and lead or support Executive Business Reviews and strategic alignment conversations with client executives on your top accounts
- Recruit, develop, and retain a high-performing team; proactively identify performance gaps and build documented, individualized coaching plans
- Partner with GTM teams (Sales, Pre-Sales, Marketing, Finance) on renewal strategy, forecasting, account plans, and expansion opportunities, and share insights on product and customer trends with Product and leadership
- Lead in a way that keeps the team motivated, supported, and engaged
Требования
- 8-10+ years of CS experience with large enterprise customers on technical software solutions, including 3+ years managing a Strategic or Enterprise+ segment, with accounts at or above $1M ACV
- Track record of net revenue retention as a primary KPI, consistently beating >100% target
- Mastery of CS fundamentals: Success Planning, Account Planning, MEDDPICC (or a comparable methodology), whitespace/expansion analysis, and running structured renewal forecasting, QBR, and EBR processes
- Experience in a hyper-growth SaaS startup with a technical product; fraud, payments, professional services, or eCommerce experience is a strong bonus
- Proven ability to coach under-performers and grow high-potential talent, with documented development plans as evidence, backed by excellent communication and executive presence and a track record of building relationships with client C-level executives and internal senior leaders
- Ability to operate with a high degree of autonomy, driving initiatives and building consensus without formal authority, and willingness to get into the details on complex operational and commercial problems
Условия
- Competitive salary
- Restricted Stock Units (RSUs)
- Matching 401K Plan
- Comprehensive and generous health insurance, including vision and dental coverage
- Home office allowance
- Generous PTO policy
- Half day Fridays
- The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.
Другое
- Forterians are, genuinely, some of the best people you'll work with. Smart, curious, and deeply good humans who care about the work and each other. That's not an accident — it's something we've been intentional about since day one, and it's the thing people mention most when they talk about why they stay. When you're surrounded by people like this, doing work that actually matters, it changes what a job can feel like.
- was built on a simple but powerful conviction: when AI does its job, humans can do theirs better. That philosophy shapes our products and shapes how we work. AI is core to our workflows — not as a shortcut, but as a force multiplier that gives Forterians the space to focus their energy where human judgment is irreplaceable.
- We're a global team of 500+ people, with regional headquarters in New York, Tel Aviv, London, and Singapore, and employee presence across the US, Canada, Germany, France, Japan, China, and Australia. Our teams are cross-functional by design, and the work you do here is visible, consequential, and connected to the outcomes that matter.
- You'll have real ownership here and proximity to decisions. And we back that with investment in your growth — RSU offerings, L&D programs built around AI tools, and a culture of recognition rooted in our 4.5 day weeks (aka ’s Appreciation Fridays and Sundays). From team outings to local cultural celebrations, we mark the moments that matter — wherever you are in the world. We don't want to be just another job. We want it to be the place you build.
- If you're ready to work on a problem that sits at the intersection of AI, commerce, and human trust, this is it.
- If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
- At , we embrace a hybrid work model that blends in-person connection with the flexibility of remote work. Team members based near our key hubs are expected to work from the office at least three days per week. We believe that regular face-to-face collaboration fuels professional development, strengthens our culture, and builds the relationships that help teams thrive.
- * does not accept agency resumes. Please do not forward resumes to (or any related) jobs alias or directly to any employees. will not be responsible for any fees related to unsolicited resumes.