What are the responsibilities and job description for the Customer Success Manager position at fortra?
Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!
At Fortra, we’re breaking the attack chain. Ready to join us?
The Customer Success Manager (CSM) plays a critical role in driving customer adoption, retention, and growth by ensuring customers maximize the value of the company's solutions. The CSM serves as a trusted advisor, developing long-term relationships with key customer stakeholders and managing customer health. This role focuses on delivering strategic customer outcomes through proactive engagement, success planning, and cross-functional collaboration. The CSM works to align customer goals with company offerings, delivering continuous value to ensure high levels of satisfaction and customer loyalty.
WHAT YOU'LL DO
- Cybersecurity Knowledge: Maintains a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests.
- Solution Expertise: Provides expert guidance on product capabilities, ensuring solutions are customized to fit customer-specific needs and industry requirements.
- Value Communication: Clearly articulates the business impact of the company’s solutions to help customers achieve their strategic objectives.
- Customer Journey Management: Establishes and manages the customer journey, ensuring each phase—from onboarding to renewal—drives satisfaction, adoption, and retention.
- Data Analysis and Insights: Leverages customer data and metrics to proactively identify opportunities for improvement, manage risks, and drive customer success strategies.
- Action Plan Execution: Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.
- Customer Health Ownership: Proactively monitors customer health and engagement, deploying strategies to address risks and optimize customer outcomes, reducing the likelihood of churn.
- Stakeholder Management: Builds strong relationships across customer organizations, working with stakeholders from frontline teams to executive leadership to align company solutions with customer goals.
- Customer Outcome Focus: Ensures customer success by aligning product value with desired business outcomes, fostering long-term partnerships and customer advocacy.
- Communication Skills: Delivers clear, impactful presentations tailored to various audiences, ensuring complex topics are understood by both technical and non-technical stakeholders.
- Empathy and Engagement: Manages complex customer relationships with empathy, engaging customers on a personal level to better understand their needs and provide timely solutions.
- Sense of Urgency: Prioritizes customer needs and responds swiftly to any potential risks or challenges, ensuring quick resolution of issues to maintain high satisfaction levels.
- Attention to Detail: Maintains accuracy and consistency across all customer deliverables, ensuring high-quality output in both communication and strategy execution.
- Risk Mitigation: Monitors customer activity to identify churn risks, taking proactive measures to mitigate potential loss.
- Upsell and Expansion Opportunities: Identify and nurture upsell opportunities, collaborating with the sales team to drive additional business from existing accounts.
- Customer Feedback Loop: Collect and communicate customer feedback to internal teams, ensuring the company’s solutions continue to evolve in line with customer needs.
- Cross-functional Collaboration: Work closely with sales, product, and services teams to ensure smooth onboarding, proactive support, and alignment of solutions with customer requirements.
- Mentorship: Support junior CSM team members by sharing best practices and providing guidance to ensure high performance across the customer success function.
- Special Projects: Lead special projects aimed at enhancing customer engagement, optimizing processes, or contributing to broader business initiatives.
QUALIFICATIONS
- Minimum length of time in current role: Typically 3-5 years
- Related work experience: 2 years of related experience
- Education requirements: Typically requires a Bachelor's degree or equivalent experience
- Excellent presentation, written, and oral communication skills
- Strong interpersonal skills and experience initiating and building positive relationships
- Strong organizational and time management skills with the ability to manage multiple projects
- Cross functional leadership and team coordination skills
- Proven ability to navigate difficult and complex customer concerns with ease
- Creative problem-solver who acts confidently – spearheading solutions to problems that arise
- Demonstrated ability to research issues in a resourceful manner prior to escalating
- Subject matter expert in multiple brands
- Demonstrated negotiation and persuasion skills; ability to be tenacious
- Able and willing to travel on-site for customer visits as required by the business (up to 25%)
- Physical Requirements: keyboarding of 80% per day and primarily phone and computer work
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As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, veteran or disability status.