Lead Customer Success Manager

  • Fortra
  • United States
  • 28 Apr, 2023

Job Description

Problem Solvers. Proactive Protectors. Relentless Allies.

Ready to join us? Let's get started. 

Client value attainment and retention are critical factors to Fortra’s long-term success and growth.  As a Lead Customer Success Manager, you will be working with customers and the team to drive value, ensure retention and support growth initiatives. 


Support the team to achieve success outcomes including but not limited to:

  • Solution adoption
  • Proactive identification and management of risk
  • Renewal efforts
  • Growth opportunities, partnering with Sales
  • Establish loyalty, advocacy, and referral in partnership with Marketing
  • Respond to escalated customer relationship or account issues

Ensure value delivery for all aspects of the customer lifecycle

  • Provisioning / Implementation
  • Onboarding
  • Value realization

Optimize effectiveness

  • Analyze and manage quantitative and qualitative client metrics
  • Create best practices to help CSMs achieve goals
  • Identify areas in need of improvement and recommend solutions for continuous improvement
  • Optimize the client engagement model to scale the team over time
  • Proactively recognize trends across clients and partner with internal stakeholders, specifically Product and Operations to recommend solutions that drive client value, close product gaps, and increase operational effectiveness

Build and lead a world-class Client Success team

  • Attract successful Client Success Managers
  • Implement a meaningful onboarding experience
  • Offer regular training to ensure success
  • Create an inspiring team environment with an open communication culture
  • Manage the day-to-day operations, goal setting, performance management, and growth of the team
  • Serve as a coach, mentor, and leader, helping individuals grow in their career while setting expectations on performance-based in feedback and transparency
  • Suggest and organize team building activities


  • 6+ years of experience working on a Customer Success/Enablement team
  • A team leader with experience articulating vision, strategy and plans with the ability to communicate cross-functionally
  • Proven decision-making skills
  • Organizational savvy and time-management skills
  • Proven success in customer-facing roles and in elevating teams
  • Excellent communications skills, also can positively influence at all levels
  • Must be extremely agile and able to manage multiple tasks and priorities simultaneously on tight deadlines
  • Well-organized with excellent follow up skills
  • A passion for customer advocacy and streamlining the customer experience

About Us

This is Fortra, the new face of HelpSystems, where we're making a difference by offering a best-in-class solutions portfolio, proactively adapting to the ever-evolving cybersecurity threat landscape, and putting people first. Fortra is a cybersecurity company like no other. We're known for our innovative software and services, world-class support, and the commitment and satisfaction of employees across the globe. Our approach is different, and we’re proud of that. For more information about what it's like to work for us, and learn about our culture, benefits, or perks, connect with us on LinkedIn

We Are Fortra

Our people make us great. Our employees are a resilient and diverse group of global problem solvers, proactive protectors, and relentless allies, empowered to show up every day authentically, ready to fight the good fight with Fortra. Here at Fortra, we believe we're stronger when we're all stronger. That's why we're committed to supporting and empowering our employees through a host of offerings, including competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!

Visit our website to learn more about why employees choose to work for Fortra. Remember to check out our Glassdoor to learn what our employees are saying and connect with us on LinkedIn.

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.