[Hiring] Principal Customer Success Manager @Fortra

Role Description

We are seeking an experienced and consultative Principal Customer Success Manager (CSM) to lead strategic engagements with a portfolio of high-value customers. In this role, you will serve as a trusted advisor to stakeholders at all levels, including the C-suite, ensuring customers realize sustained business value from our solutions. You will leverage your deep solution expertise and industry knowledge to identify opportunities, propose tailored strategies, and guide customers toward achieving and expanding their desired outcomes.

As a senior leader in customer success, you will:

• Maintain a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests.
• Provide expert guidance on product capabilities, ensuring solutions are customized to fit customer-specific needs and industry requirements.
• Prescribe the adoption and use of product features, functionality, and services to help customers achieve their desired outcome goals.
• Clearly articulate the return on investment (ROI) and long-term business impact of the company’s solutions to help customers achieve their strategic objectives.
• Establish and manage the customer journey, ensuring each phase—from onboarding to renewal—drives satisfaction, adoption, and retention.
• Understand customers' business drivers and success criteria to develop and advise on tailored Customer Success Plans.
• Develop strategic recommendations based on comprehensive data insights, identifying trends, risks, and opportunities to improve and enhance customer outcomes.
• Develop and implement tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.
• Maintain high customer retention and recurring revenue retention rates.
• Manage customer satisfaction, ensuring an exceptional customer experience throughout the customer lifecycle.
• Create and maintain referenceable and healthy customers while establishing and maintaining executive-level customer relationships.
• Foster strong relationships across customer organizations, collaborating with stakeholders from frontline teams to executive leadership.
• Partner with executive-level customers to identify business challenges and develop tailored solutions.
• Work closely with Sales Engineers and Account Executives to design solutions, create account plans, and identify cross-selling opportunities.
• Ensure customer success by aligning product value with desired business outcomes.
• Deliver clear, impactful presentations tailored to various audiences.
• Actively participate in diagnosing and resolving escalated customer concerns.
• Manage complex customer relationships with empathy, engaging customers on a personal level.
• Develop and maintain strong relationships with assigned customers, serving as a trusted advisor.
• Prioritize customer needs and respond swiftly to any potential risks or challenges.
• Ensure accuracy and consistency in all customer deliverables.
• Regularly update CRM and tools with new opportunities and relevant business information.
• Identify and nurture upsell opportunities, collaborating with the sales team.
• Collect and communicate customer feedback to internal teams.
• Assist CSM team members by sharing best practices and offering guidance.
• Lead special projects aimed at enhancing customer engagement.
• Take ownership of high-value and strategic customer accounts.
• Proactively identify potential churn risks and implement strategies to address them.
• Drive actions with cross-functional teams to resolve critical issues.
• Responsible for Strategic customers' risk mitigation and developing plans.
• Develop, implement, and refine best practices that enhance the efficiency of the Customer Success team.
• Regularly assess and report on customer health metrics.
• Develop and execute customer success strategies at the organizational level.
• Schedule and lead regular meetings and executive business reviews with customers.
• Ensure key subject matter experts are engaged for strategic discussions.
• Continuously refine and improve business analysis processes.

Qualifications

• Typically, 10 to 12 years in current role.
• 15+ years of related experience in strategic account management/customer success management in a technical environment.
• Typically requires a bachelor's degree with 15+ years of experience; or an advanced degree with 12+ years of experience; or equivalent.
• Excellent presentation, written, and oral communication skills.
• Strong interpersonal skills, high energy, and enthusiasm.
• Demonstrates flexibility, results-oriented focus, resourcefulness, and exceptional problem-solving abilities.
• Excels in managing demanding situations and effectively prioritizing tasks.
• Strong organizational and time management skills.
• Cross-functional leadership and team coordination skills.
• Ability to gain credibility and motivate diverse customer bases.
• Proven ability to navigate difficult customer concerns.
• Creative problem-solver who acts confidently.
• Proven ability to thoroughly investigate and resolve issues resourcefully.
• Subject matter expert in multiple brands.
• Exceptional negotiation and persuasion skills.
• Account ownership and ability to navigate all levels of client organizations.
• Able and willing to travel on-site for customer visits as required (up to 25%).
• Keyboarding of 80% per day and primarily phone and computer work.
• Strong problem-solving and analytical skills with keen attention to detail.

Requirements

• Compensation: 130,000 USD - 150,000 USD.

Benefits

• 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.