Director, Customer Success

United States - New York ·Posted today

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<h3>About the role:</h3> The Customer Success (CS) department is the backbone of everything Forter does, and as the Director of CS you’ll lead a team responsible for many of our most strategic customers. Forter’s technology is cutting edge, and as such, the CS team is in an exciting position to partner with customers to deliver incredible business value. Forter places a great deal of faith in our CS team, who are responsible not only for customer satisfaction, but also renewals and expansion discovery. In this role you’ll lead a world class team, ensure the execution of our mission at the highest levels, build lasting relationships with client executives, solve complex business challenges, and expand the skills that will be the cornerstone of your career. <h3>What you'll be doing:</h3> <ul> <li style="font-size: 12pt;">Lead a world class team in the AMER region, including 3 line leaders and 20+ individual contributors</li> <li style="font-size: 12pt;">Recruit and develop a high performing team, helping up-level our leaders and CSMs to meet their goals while preparing them for the next steps in their careers</li> <li style="font-size: 12pt;">Deliver transformational leadership so the team is highly motivated, supported, and engaged. Be a role model and maximize the strengths of your team</li> <li style="font-size: 12pt;">Own the gross and net revenue retention number for your team, building a strategic plan to retain and grow your book of business quarter after quarter</li> <li style="font-size: 12pt;">Independently handle escalated client issues with urgency, providing guidance to the team while serving as an escalation point that can deescalate situations</li> <li style="font-size: 12pt;">Lead team renewal strategies, partnering with cross-functional teams like Sales, Marketing, and Finance to proactively plan renewals well in advance</li> <li style="font-size: 12pt;">Work closely with the GTM teams (Sales, Pre-Sales, etc.) to align on strategies, forecasting, account plans, and expansion opportunities</li> <li style="font-size: 12pt;">Share key insights about Forter’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction</li> </ul> <h3>What you'll need: </h3> <ul> <li style="font-size: 12pt;">8+ years of CS experience working with large enterprises on software solutions</li> <li style="font-size: 12pt;">4+ years of management experience as a CS team manager or leader</li> <li style="font-size: 12pt;">Experience in a hypergrowth SaaS startup with a technical product</li> <li style="font-size: 12pt;">Fraud, payments, professional services, and eCommerce experience is a bonus</li> <li style="font-size: 12pt;">Strong management presence and leadership ability, with communication and interpersonal skills that motivate leaders and teams</li> <li style="font-size: 12pt;">Demonstrated operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning</li> <li style="font-size: 12pt;">Excellent communication skills especially at the C-level. Past experience working with senior C-level executives both internally and externally</li> <li style="font-size: 12pt;">Experience building exceptionally strong relationships with x-functional leaders. Sharing a clear vision for your team as well as enlisting internal support for initiatives</li> <li style="font-size: 12pt;">Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders</li> <li style="font-size: 12pt;">Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions</li> <li style="font-size: 12pt;">Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems</li> </ul> About Us: 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.  Forter 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 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. 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. Trust is backed by data –  Forter is a recipient of over 10 workplace and innovation awards, including:  <ul> <li style="font-size: 12pt;">Great Place to Work Certification (2021, 2022, 2023, 2024,<a href="https://www.greatplacetowork.com/certified-company/7039960"> 2025</a>)</li> <li style="font-size: 12pt;">Fortune’s Best Workplaces in NYC (2022, 2023, 2024 and<a href="https://www.greatplacetowork.com/best-workplaces/new-york/2024?category=small-and-medium"> 2025</a>)</li> <li style="font-size: 12pt;">Forbes Cloud 100 (2021, 2022, 2023, 2024 and <a href="https://www.forbes.com/lists/cloud100/?sh=5675f5797d9c">2025</a>)</li> <li style="font-size: 12pt;">Anti-Fraud Solution of the Year at the Payments Awards (<a href="https://www.payments-awards.com/awards/winners24.php">2024</a>)</li> </ul> Life as a Forterian: 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. Forter 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 Forter’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 Forter 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. Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law. If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@forter.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process. Benefits: <ul> <li style="font-size: 12pt;">Competitive salary </li> <li style="font-size: 12pt;">Restricted Stock Units (RSUs)</li> <li style="font-size: 12pt;">Matching 401K Plan </li> <li style="font-size: 12pt;">Comprehensive and generous health insurance, including vision and dental coverage</li> <li style="font-size: 12pt;">Home office allowance </li> <li style="font-size: 12pt;">Generous PTO policy </li> <li style="font-size: 12pt;">Half day Fridays</li> </ul> <div>Hybrid work:</div> At Forter, 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. *Forter does not accept agency resumes. Please do not forward resumes to Forter (or any related) jobs alias or directly to any Forter employees. Forter will not be responsible for any fees related to unsolicited resumes. Salary Range: $198,000 - $245,000 annually + bonus + equity + benefits 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.<div class="content-conclusion"><a href="https://www.forter.com/job-applicant-privacy-policy/" target="_blank">Forter's Applicant Privacy Policy</a></div>

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