Principal Customer Success Manager
Lead customer success initiatives for strategic accounts at Forter, focusing on retention and revenue growth.
Posted by employer 5 months ago
First seen on Joblaze 2 months ago
Last verified on the company career page 19 hours ago
AI in the day-to-day
AI is core to our workflows, enhancing human judgment and operational efficiency.
Requirements
- Experience
- 7+ years
Not disclosed in this posting: compensation, visa sponsorship.
Benefits
Joblaze summary
In the role of Principal Customer Success Manager at Forter, the individual is responsible for overseeing the renewal lifecycle and driving net revenue growth through strategic account management. This position requires strong commercial acumen and the ability to lead executive-level business reviews, making experience in client-facing roles essential. Ideal candidates will have a background in SaaS, particularly in payments or fintech, and possess a knack for problem-solving and strategic planning. Forter emphasizes a collaborative culture, blending AI technology with human insight to enhance customer trust.
Joblaze insights
- Listed about 2 months ago — first seen on Joblaze September 3, 2026. Last confirmed on Forter's careers page November 8, 2026.
Quick facts
- Is the Principal Customer Success Manager role remote?
- It's hybrid — Forter expects some on-site time in United Kingdom - London.
- How much experience is required?
- At least 7 years of relevant experience for this Principal Customer Success Manager role.
- Where is the role based?
- Forter is hiring for this position in United Kingdom - London.
- What seniority level is this role?
- Forter targets principal-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Principal Customer Success Manager role at Forter.
From the original posting
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
Standard company text repeated across Forter's postings is omitted here.