Principal Customer Success Manager

Fortra

. Lead strategic engagements with a portfolio of high-value customers .

Posted 10/14/2026full-timeRemote • United StatesLead💰 $130,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Strategic Account Management and Customer Success Management, with a focus on customer retention, satisfaction, and advocacy. Proven ability to lead customer engagements, develop tailored solutions, and articulate business value to executive stakeholders.

Highest-signal resume keywords

Strategic Account ManagementCustomer Success ManagementPresentation SkillsNegotiation SkillsCross-Functional Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey ManagementCustomer Success Plans DevelopmentCustomer Health Metrics AssessmentProblem-SolvingCRM Tools Proficiency

Soft Skills

Interpersonal SkillsCommunication SkillsOrganizational SkillsFlexibilityResourcefulness

Industry Keywords

Cybersecurity SolutionsCustomer RetentionRecurring RevenueExecutive Business ReviewsUpsell Opportunities

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Lead strategic engagements with a portfolio of high-value customers
Serve as a trusted advisor to stakeholders at all levels, including the C-suite
Help customers realize sustained business value from Fortra's cybersecurity solutions
Provide expert guidance on product capabilities and customize solutions to customer needs
Prescribe adoption of product features, functionality, and services
Articulate ROI and long-term business impact of solutions
Establish and manage customer journeys from onboarding through renewal
Develop Customer Success Plans, tailored action plans, and strategic recommendations
Maintain customer retention, recurring revenue retention, satisfaction, and advocacy
Build executive-level partnerships and relationships across customer organizations
Partner with executive customers to identify challenges and promote Fortra offerings
Collaborate with Sales Engineers and Account Executives on solutions, account plans, and cross-selling opportunities
Deliver presentations to technical and non-technical audiences
Diagnose and resolve escalated customer concerns and critical issues
Maintain customer account information, opportunities, and updates in CRM tools
Identify and nurture upsell opportunities
Collect and communicate customer feedback to internal teams
Influence Sales, Product, and Services teams to support onboarding and strategic solutions
Mentor less experienced Customer Success Managers and share best practices
Lead special projects that enhance customer engagement and optimize processes
Identify churn risks and execute customer retention and risk-mitigation strategies
Develop scalable Customer Success best practices, methodologies, and processes
Assess and report customer health metrics, retention risks, and growth opportunities to leadership
Develop organizational customer success strategies aligned with revenue growth, operational improvement, and customer satisfaction
Lead customer meetings and Executive Business Reviews
Engage subject matter experts and relevant stakeholders in strategic customer discussions
Continuously improve business analysis processes and customer outcomes

Requirements

What you’ll need

Typically 10 to 12 years in current role
15+ years of related experience in Strategic Account Management, Customer Success Management, or a similar customer-facing role within a technical environment
Typically requires a bachelor's degree and 15+ years of experience, an advanced degree and 12+ years of experience, or an equivalent combination of education and experience
Excellent presentation, written, and verbal communication skills
Strong interpersonal skills, high energy, enthusiasm, integrity, and authenticity
Flexibility, results orientation, resourcefulness, and exceptional problem-solving abilities
Ability to manage demanding situations and prioritize competing responsibilities
Strong organizational and time management skills
Cross-functional leadership and team coordination capabilities
Ability to establish credibility, motivate others, provide leadership, work effectively with a diverse customer base, and maintain a positive attitude
Ability to navigate difficult and complex customer concerns
Ability to investigate and resolve issues independently before escalating when necessary
Subject matter expertise across multiple products, solutions, or brands
Exceptional negotiation, influence, and persuasion skills
Strong account ownership and ability to engage stakeholders at all levels, including executive leadership
Ability and willingness to travel for customer visits as required, up to 25%
Ability to perform computer and telephone-based work, including keyboarding for most of the workday
Strong analytical and problem-solving skills with exceptional attention to detail

Benefits

Comp & perks

Competitive benefits and salaries
Personal and professional development opportunities
Flexibility
Health, dental, and vision coverage as of hire
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
Holistic wellbeing perks
Full-time, exempt employment