Customer Success Manager

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!

We are seeking a highly motivated Customer Success Manager (CSM) to execute our Shared Success program, designed to deliver scalable, proactive engagement to a large pooled portfolio of customers. This role is ideal for someone who thrives in a fast-paced environment, is passionate about customer success, and can balance strategic thinking with operational excellence

While our company operates remotely, our current hiring strategy is focused on building talent community in Barcelona

WHAT YOU'LL DO

• Maintains a strong understanding of the company's solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests.
• Provides expert guidance on product capabilities, ensuring solutions are

customized to fit customer-specific needs and industry requirements.

• Clearly articulates the business impact of the company's solutions to help customers achieve their strategic objectives.
• Establishes and manages the customer journey, ensuring each phase-from

onboarding to renewal-drives satisfaction, adoption, and retention.

• Leverages customer data and metrics to proactively identify opportunities for improvement, manage risks, and drive customer success strategies.
• Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.
• Proactively monitors customer health and engagement, deploying strategies to address risks and optimize customer outcomes, reducing the likelihood of churn.
• Builds strong relationships across customer organizations, working with

stakeholders from frontline teams to executive leadership to align company

solutions with customer goals.

• Ensures customer success by aligning product value with desired business

outcomes, fostering long-term partnerships and customer advocacy.

• Delivers clear, impactful presentations tailored to various audiences, ensuring complex topics are understood by both technical and non-technical stakeholders.
• Manages complex customer relationships with empathy, engaging customers on a personal level to better understand their needs and provide timely solutions.
• Prioritizes customer needs and responds swiftly to any potential risks or

challenges, ensuring quick resolution of issues to maintain high satisfaction levels.

• Maintains accuracy and consistency across all customer deliverables, ensuring high-quality output in both communication and strategy execution.
• Monitors customer activity to identify churn risks, taking proactive measures to mitigate potential loss.
• Identify and nurture upsell opportunities, collaborating with the sales team to drive additional business from existing accounts.
• Collect and communicate customer feedback to internal teams, ensuring the company's solutions continue to evolve in line with customer needs.
• Work closely with sales, product, and services teams to ensure smooth

onboarding, proactive support, and alignment of solutions with customer requirements.

• Support junior CSM team members by sharing best practices and providing

guidance to ensure high performance across the customer success function.

• Lead special projects aimed at enhancing customer engagement, optimizing

processes, or contributing to broader business initiatives.

• Continuously refine and improve business analysis processes to enhance efficiency and outcomes.
• Collects and communicates customer feedback to internal teams, ensuring the company's solutions continue to evolve in line with customer needs.

QUALIFICATIONS

• Approximately 2-5 years of experience in Customer Success, account management, client engagement, or a related field.
• 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
• Keyboarding approximately 80% of the day, with work primarily conducted by phone and computer.
• Strong problem-solving and analytical skills with keen attention to detail.

At Fortra, we're breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

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.