Customer Success Manager

Fortra is looking for a Customer Success Manager (CSM) who will drive customer adoption, retention, and growth by ensuring customers maximize the value of the company's solutions. The CSM serves as a trusted advisor, develops long-term relationships with key customer stakeholders, and manages customer health. This role focuses on delivering strategic customer outcomes through proactive engagement, success planning, and cross-functional collaboration to align customer goals with company offerings and deliver continual value. WHAT YOU'LL DO Cybersecurity Knowledge: Maintains a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests. Solution Expertise: Provides expert guidance on product capabilities, ensuring solutions fit customer-specific needs and industry requirements. Value Communication: Clearly articulates the business impact of the company’s solutions to help customers achieve their strategic objectives. Customer Journey Management: Establishes and manages the customer journey from onboarding to renewal to drive satisfaction, adoption, and retention. Data Analysis and Insights: Leverages customer data and metrics to proactively identify opportunities for improvement, manage risks, and drive success strategies. Action Plan Execution: Develops and implements tailored action plans aligned with customer goals and internal strategies. Customer Health Ownership: Monitors customer health and engagement, deploying strategies to address risks and optimize outcomes to reduce churn. Stakeholder Management: Builds relationships across customer organizations, aligning solutions with customer goals at all levels. Customer Outcome Focus: Ensures customer success by aligning product value with desired business outcomes and fostering long-term partnerships. Communication Skills: Delivers clear, impactful presentations for diverse audiences, making complex topics accessible to technical and non-technical stakeholders. Empathy and Engagement: Manages complex relationships with empathy, understanding needs and delivering timely solutions. Sense of Urgency: Prioritizes customer needs and responds swiftly to risks or challenges to maintain high satisfaction. Attention to Detail: Maintains accuracy and consistency across all deliverables and strategies. Risk Mitigation: Monitors activity to identify churn risks and takes proactive measures to mitigate potential loss. Upsell and Expansion Opportunities: Identifies and nurtures upsell opportunities, collaborating with sales to drive additional business from existing accounts. Customer Feedback Loop: Collects and communicates feedback to internal teams to evolve solutions with customer needs. Cross-functional Collaboration: Works with sales, product, and services teams to ensure smooth onboarding and proactive support. Mentorship: Supports junior CSM members by sharing best practices and guidance to maintain high performance. Special Projects: Leads projects to enhance engagement, optimize processes, or contribute to wider initiatives. QUALIFICATIONS Minimum length of time in current role: Typically 3-5 years Related work experience: 2+ years of related experience Education requirements: Bachelor's degree or equivalent experience Excellent presentation, written, and oral communication skills Strong interpersonal skills and experience 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 complex customer concerns Creative problem-solver with a proactive mindset Resourceful in issue research prior to escalation Subject matter expert in multiple brands Negotiation and persuasion skills; ability to be tenacious Willingness to travel on-site for customer visits (up to 25%) Physical Requirements: keyboarding of 80% per day and primarily phone/computer work 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. Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn. #J-18808-Ljbffr