Customer Success Manager

Job Summary

Fortified Health Security is healthcare’s recognized leader in cybersecurity—protecting patient data and reducing risk throughout the Fortified ecosystem. We provide a wide variety of purpose-built services to help healthcare organizations evaluate their unique risk appetite, strengthen their cybersecurity posture, and improve operations along their security journey. The Client Success Manager (CSM) is responsible for building and maintaining strong relationships with clients to ensure long-term satisfaction and success. This role serves as the primary point of contact, guiding clients through onboarding, adoption, and renewal processes. The CSM works closely with cross-functional teams to address client needs, deliver value, and drive service utilization, ultimately contributing to customer retention, growth, and advocacy.

Essential Job Functions

The following duties are normal for this position. The omission of specific statements of duties does not exclude them from being expected of this position if the work is similar, related, or a logical assignment for this position. Other duties may be required.

· Build and nurture strong, trusted relationships with clients, becoming their advocate and go-to-resource throughout their lifecycle

· Ensure clients derive continuous value from our offerings by understanding their goals, challenges, and how our solutions can support them

· Conduct regular check-ins and executive business reviews to align success metrics and strategic outcomes

· Monitor client health, usage trends, and engagement to identify risks and growth opportunities early

· Collaborate with internal teams to deliver cohesive and responsive client experience

· Navigate complex situations with professionalism and urgency, coordinating cross-functional resources to resolve challenges and maintain client confidence

· Cultivate understanding of Fortified solutions and evolving platform features; pivoting knowledge into ongoing client education to optimize client experience and elevate platform usage

· Apply structured follow-up, documentation, and communication practices to ensure transparency, accountability, and consistent client experience

· Serve as an escalation point, ensuring timely and effective resolution of client concerns

· Champion client feedback internally to contribute to product development and service enhancements

· Drive client retention and renewals, while supporting upsell and cross-sell efforts where appropriate

· Leverage situational awareness and active listening to identify disparity in delivery and client expectations, escalating identified challenges to affected parties and develop

· Develop deep knowledge of CSM best practices in order to serve as a SME and mentor to

Knowledge & Skills

Education & Experience

· Bachelor’s Degree

· 5 years of experience in client success, account management, or relationship management role

Special Skills & Knowledge

· A proven track record of building lasting client relationships and managing a portfolio of accounts.

· Exceptional communication and interpersonal skills.

· Ability to think strategically while managing the day-to-day needs of clients

· Strong organizational skills and attention to detail, especially when managing multiple accounts.

· Experience with Salesforce and project management tools.

· Ability to identify and build Client relationships with key leaders as well as the ability to identify opportunities that may solve complex security issues.

· Work collaboratively in a team-based environment and execute upon strategy.

· Maintain a level of professionalism and diplomacy that will serve to build and maintain relationships through the course of an engagement and beyond.

· Strong strategic thinking, analytical, and presentation skills.

· Experience in effectively managing a variety of accounts.

· Ability to solve complex issues as they arise, remove obstacles diplomatically, and with little supervision.

· Ability to think logically for interpreting, analyzing, and discussing client needs to evaluate appropriate options and identify solutions.

· Resourcefulness and the ability to take initiative.

Other Requirements

Additional Incentive Compensation Plan

· Eligible for incentive plan

Working Conditions & Travel Requirements

· Hybrid model with an approximate combination of office and remote work.

· Expected Travel – 25%

Fortified Health Security is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Fortified Health Security will provide reasonable accommodations to qualified individuals with disabilities. If a reasonable accommodation is needed to perform this position, you need to inform Fortified Health Security People and Culture Team of such request. Signatures below indicate the receipt and review of this job description by the associate assigned to the position and the People and Culture Team.