Principal Customer Success Manager

This is a fully remote position, open to applicants in Arizona, +1 more state.

📋 Description

• Direct strategic initiatives with a selection of high-value clients

• Act as a trusted consultant to stakeholders at all levels, including C-suite executives

• Assist customers in achieving ongoing business value from Fortra's cybersecurity solutions

• Offer expert advice on product functionalities and tailor solutions to meet customer requirements

• Recommend the adoption of product features, functionalities, and services

• Clearly communicate the ROI and long-term business benefits of solutions

• Create and oversee customer journeys from onboarding to renewal

• Formulate Customer Success Plans, customized action plans, and strategic suggestions

• Ensure customer retention, recurring revenue retention, satisfaction, and advocacy

• Foster executive-level partnerships and relationships within customer organizations

• Collaborate with executive customers to pinpoint challenges and advocate for Fortra offerings

• Work alongside Sales Engineers and Account Executives on solutions, account strategies, and cross-selling prospects

• Present to both technical and non-technical audiences

• Address and resolve escalated customer issues and critical concerns

• Keep customer account details, opportunities, and updates organized in CRM tools

• Spot and develop upsell opportunities

• Gather and relay customer feedback to internal teams

• Influence Sales, Product, and Services teams to facilitate onboarding and strategic solutions

• Guide less experienced Customer Success Managers and share best practices

• Oversee special projects aimed at enhancing customer engagement and streamlining processes

• Recognize churn risks and implement customer retention and risk-mitigation strategies

• Create scalable Customer Success best practices, methodologies, and processes

• Evaluate and report on customer health metrics, retention risks, and growth opportunities to leadership

• Develop organizational strategies for customer success that align with revenue growth, operational enhancements, and customer satisfaction

• Conduct customer meetings and Executive Business Reviews

• Engage subject matter experts and pertinent stakeholders in strategic customer conversations

• Continuously enhance business analysis processes and customer results

⛳️ Requirements

• Generally 10 to 12 years in the current role

• 15+ years of relevant experience in Strategic Account Management, Customer Success Management, or a related customer-facing role within a technical setting

• Typically requires a bachelor's degree along with 15+ years of experience, an advanced degree with 12+ years of experience, or a comparable combination of education and experience

• Outstanding presentation, written, and verbal communication abilities

• Strong interpersonal skills, high energy, enthusiasm, integrity, and authenticity

• Adaptability, results-oriented mindset, resourcefulness, and excellent problem-solving skills

• Capability to manage challenging situations and prioritize competing responsibilities

• Excellent organizational and time management capabilities

• Cross-functional leadership and team coordination skills

• Ability to build credibility, inspire others, provide leadership, work effectively with a diverse customer base, and maintain a positive outlook

• Proficiency in navigating complex customer concerns

• Competence in investigating and resolving issues independently before escalating when necessary

• Subject matter expertise across various products, solutions, or brands

• Exceptional negotiation, influence, and persuasion abilities

• Strong account ownership with the ability to engage stakeholders at all levels, including executive leadership

• Willingness to travel for customer visits as needed, up to 25%

• Ability to perform computer and telephone-based tasks, including extensive keyboarding during the workday

• Strong analytical and problem-solving capabilities with meticulous attention to detail

🏝️ Benefits

• Competitive benefits and salaries

• Opportunities for personal and professional development

• Flexibility

• Health, dental, and vision coverage effective from hire date

• Immediate enrollment in 401(k), HSA, and FSA plans

• Flexible PTO policy

• Tuition and personal enrichment reimbursement

• Option to enroll in ID Theft Protection Program

• Comprehensive wellbeing perks

• Full-time, exempt employment