Principal Customer Success Manager

Whether you’re an experienced professional or just getting started, your contributions matter  you’re passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you.

We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, andmuch more!

We are seeking an experienced and consultative Principal Customer Success Manager (CSM) to lead strategic engagements with a portfolio of high-value customers. In this role, you will serve as a trusted advisor to stakeholders at all levels, including the C-suite, ensuring customers realize sustained business value from our solutions. You will leverage your deep solution expertise and industry knowledge to identify opportunities, propose tailored strategies, and guide customers toward achieving and expanding their desired outcomes.

As a senior leader in customer success, you will proactively manage escalations, foster executive relationships, and champion innovation to support customers’ evolving business needs across the lifecycle.

• Maintains a strong understanding of the company’s solutions and emerging cybersecurity trends to offer valuable insights to customers and protect their interests.

• Provides expert guidance on product capabilities, ensuring solutions are customized to fit customer-specific needs and industry requirements.

• Prescribes the adoption and use of product features, functionality, and services to help customers achieve their desired outcome goals.

• Clearly articulates the return on investment (ROI) and long-term business impact of the company’s solutions to help customers achieve their strategic objectives.

• Establishes and manages the customer journey, ensuring each phase—from onboarding to renewal—drives satisfaction, adoption, and retention.

• Understands customers’ business drivers and success criteria to develop and advise on tailored Customer Success Plans.

• Develops strategic recommendations based on comprehensive data insights, identifying trends, risks, and opportunities to improve and enhance customer outcomes, guide and influence decision-making and advance customer success strategies.

• Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.

• Maintains high customer retention and recurring revenue retention rates.

• Manages customer satisfaction, ensuring an exceptional customer experience throughout the customer lifecycle.

• Creates and maintains referenceable and healthy customers while establishing and maintaining executive-level customer relationships.

• Fosters strong relationships across customer organizations, collaborating with stakeholders from frontline teams to executive leadership to align company solutions with customer goals.

• Partners with executive-level customers to identify business challenges and develop tailored solutions by promoting Fortra offerings.

• Works closely with Sales Engineers and Account Executives to design solutions, create account plans, and identify cross-selling opportunities within Fortra’s portfolio to meet performance and revenue targets.

• Ensures customer success by aligning product value with desired business outcomes, fostering long-term partnerships and customer advocacy.

• Delivers clear, impactful presentations tailored to various audiences, ensuring complex topics are understood by both technical and non-technical stakeholders.

• Actively participates in diagnosing and resolving escalated customer concerns, serving as the leadership focal point for communication of outcomes and troubleshooting in critical situations.

• Manages complex customer…