Principal Customer Success Manager

About the role: The Customer Success department is the backbone of Forter. As a Principal CSM, you are a key commercial lead responsible for the health, retention, and growth of our strategic accounts. We put a great deal of faith in our CSMs, who own not only customer satisfaction but also renewals, expansion, and strategic ROI . In this role, you’ll build lasting executive relationships and solve complex business challenges, developing the commercial and technical skills that will be the cornerstone of your future career. What you’ll be doing: Own the Renewal Lifecycle: Act as the primary commercial owner for your book of business, managing the end-to- end renewal process and hitting retention targets. Drive Net Revenue Growth: Identify and qualify upsell opportunities within your accounts, collaborating with Sales to expand Forter’s footprint. Quarterback Executive Value: Lead MBRs and QBRs to communicate Forter’s performance, ROI, and strategic impact to client stakeholders. Strategic Advocacy: Convert client success into commercial momentum by securing references and case studies that serve as sales accelerators. Product & Roadmap Influence: Translate client business needs into actionable insights for our Product and leadership teams to help shape the company roadmap. Data Hygiene: Maintain accurate data within internal systems to ensure leadership has real-time visibility