Principal Customer Success Manager

About the role: The Customer Success department is the backbone of Forter. As a Principal CSM, you are a key commercial lead responsible for the health, retention, and growth of our strategic accounts. We put a great deal of faith in our CSMs, who own not only customer satisfaction but also renewals, expansion, and strategic ROI . In this role, you’ll build lasting executive relationships and solve complex business challenges, developing the commercial and technical skills that will be the cornerstone of your future career.

What you’ll be doing:

• Own the Renewal Lifecycle: Act as the primary commercial owner for your book of business, managing the end-to- end renewal process and hitting retention targets.
• Drive Net Revenue Growth: Identify and qualify upsell opportunities within your accounts, collaborating with Sales to expand Forter’s footprint.
• Quarterback Executive Value: Lead MBRs and QBRs to communicate Forter’s performance, ROI, and strategic impact to client stakeholders.
• Strategic Advocacy: Convert client success into commercial momentum by securing references and case studies that serve as sales accelerators.
• Product & Roadmap Influence: Translate client business needs into actionable insights for our Product and leadership teams to help shape the company roadmap.
• Data Hygiene: Maintain accurate data within internal systems to ensure leadership has real-time visibility into the commercial health of your portfolio.

What you’ll need:

• 7+ years of post-live, client-facing CS experience with a proven track record of managing renewals and hitting retention targets.
• Commercial Acumen: Experience leading executive-level business reviews focused on ROI, budgets, and long-term contract value.
• Strategic Planning: Ability to communicate client objectives to internal leadership to execute high-impact account strategies.
• Industry Context: Experience in a SaaS startup; background in payments, fraud, or fintech is a significant bonus.
• Problem-Solving Grit: Ability to break down ambiguous problems into concrete solutions and a willingness to get “in the weeds” to solve operational issues.
• High Agency: Trusted to drive initiatives autonomously and gain buy-in from a wide collection of internal and external stakeholders.

Benefits:

• Competitive salary and bonus plan
• Restricted Stock Units (RSU’s)
• Private health insurance, including vision and dental coverage
• Generous PTO policy
• Half day Fridays, every Friday

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:

• 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)

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 wh…