Principal Customer Success Manager

Fortra

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

Posted 10/15/2026full-timeRemote • United StatesLead💰 $130,000 - $150,000 per yearWebsite

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
Maintain deep understanding of company solutions and emerging cybersecurity trends
Provide expert guidance on product capabilities and customize solutions to customer and industry requirements
Prescribe adoption and use of product features, functionality, and services
Articulate ROI and long-term business impact of company solutions
Establish and manage the customer journey from onboarding through renewal
Develop Customer Success Plans based on customer business drivers and success criteria
Develop strategic recommendations using data insights to identify trends, risks, and opportunities
Implement action plans aligned with customer goals and internal business strategies
Maintain customer retention and recurring revenue retention rates
Manage customer satisfaction and the customer experience throughout the lifecycle
Build referenceable customer relationships and executive-level partnerships
Collaborate with customer stakeholders from frontline teams through executive leadership
Partner with executive customers to identify challenges and promote tailored Fortra offerings
Work 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 lead critical communications and troubleshooting
Maintain customer relationships and act as a trusted advisor to key influencers and decision-makers
Prioritize customer needs and resolve risks and challenges quickly
Maintain accurate CRM records, opportunities, and account information
Identify and nurture upsell opportunities with the sales team
Collect and communicate customer feedback to internal teams
Influence Sales, Product, and Services teams to support onboarding, proactive support, and strategic solutions
Share best practices and mentor less experienced Customer Success Managers
Lead special projects that enhance engagement, optimize processes, or support broader initiatives
Identify churn risks and implement retention and risk-mitigation strategies
Drive cross-functional action to resolve critical issues and minimize attrition
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 with C-suite leaders and managers
Schedule and lead customer meetings and Executive Business Reviews
Engage subject matter experts and relevant stakeholders for strategic customer discussions
Refine business analysis processes to improve efficiency and customer outcomes

Requirements

What you’ll need

Minimum length of time in current role: Typically 10 to 12 years
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
Demonstrated flexibility, results orientation, resourcefulness, and exceptional problem-solving abilities
Proven ability to manage demanding situations and prioritize competing responsibilities
Strong organizational and time management skills; ability to manage multiple projects simultaneously
Demonstrated 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
Proven ability to navigate difficult and complex customer concerns
Creative problem-solving and initiative
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 work primarily involving computer and telephone usage, including keyboarding for the majority 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
Flexible work arrangements
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
Perks supporting holistic wellbeing
Culture that keeps employees connected and empowered