Customer Success Manager

Whether you’re an experienced professional or just getting started, your contributions matter at Fortra. If 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, and much more!

We are seeking a proactive and customer-centric Customer Success Manager (CSM) to join our team. In this role, you will partner closely with customers to ensure they derive maximum value from our solutions, driving adoption, satisfaction, and long-term loyalty. You will serve as a strategic advisor to key stakeholders, managing customer relationships, health, and success planning. Your ability to align customer goals with company capabilities will be essential to delivering measurable outcomes, reducing churn, and fostering account growth. This role requires strong collaboration across internal teams to anticipate needs, resolve challenges, and create a seamless customer experience.

WHAT YOU'LL DO

• 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.
• Clearly articulates the 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.
• Leverages customer data and metrics to proactively identify opportunities for improvement, manage risks, and drive customer success strategies.
• Develops and implements tailored action plans based on customer goals, ensuring alignment with both customer objectives and internal business strategies.
• Proactively monitors customer health and engagement, deploying strategies to address risks and optimize customer outcomes, reducing the likelihood of churn.
• Builds strong relationships across customer organizations, working with
  stakeholders from frontline teams to executive leadership to align company
  solutions with customer goals.
• 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.
• Manages complex customer relationships with empathy, engaging customers on a personal level to better understand their needs and provide timely solutions.
• Prioritizes customer needs and responds swiftly to any potential risks or
  challenges, ensuring quick resolution of issues to maintain high satisfaction levels.
• Maintains accuracy and consistency across all customer deliverables, ensuring high-quality output in both communication and strategy execution.
• Monitors customer activity to identify churn risks, taking proactive measures to mitigate potential loss.
• Identify and nurture upsell opportunities, collaborating with the sales team to drive additional business from existing accounts.
• Collect and communicate customer feedback to internal teams, ensuring the company’s solutions continue to evolve in line with customer needs.
• Work closely with sales, product, and services teams to ensure smooth
  onboarding, proactive support, and alignment of solutions with customer requirements.
• Support junior CSM team members by sharing best practices and providing
  guidance to ensure high performance across the customer success function.
• Lead special projects aimed at enhancing customer engagement, optimizing
  processes, or contributing to broader business initiatives.
• Continuously refine and improve business analysis processes to enhance efficiency and outcomes.

QUALIFICATIONS

• Minimum length of time in current role: Typically 3-5 years
• Related work experience: 2+ years of related experience
• Education requirements: Typically requires a Bachelor's degree or equivalent
  experience
• Excellent presentation, written, and oral communication skills
• Strong interpersonal skills and experience initiating and 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 difficult and complex customer concerns with ease
• Creative problem-solver who acts confidently – spearheading solutions to
  problems that arise
• Demonstrated ability to research issues in a resourceful manner prior to escalating
• Subject matter expert in multiple brands
• Demonstrated negotiation and persuasion skills; ability to be tenacious
• Able and willing to travel on-site for customer visits as required by the business
  (up to 25%)
• Strong problem-solving and analytical skills with keen attention to detail.

This position requires proficiency in English to interact, support and/or provide services to non-French speaking customers, employees and/or partners inside and/or outside the province of Quebec.

We are an equal opportunity employer and encourage applications from candidates of all backgrounds.  We do not require “Canadian work experience”; all relevant experience will be considered. This posting is for an existing vacancy.

Expected Compensation: C$75,000 - C$100,000

At Fortra, we’re breaking the attack chain. Ready to join us? Visit our website to learn more about why employees choose to work for Fortra. Remember to connect with us on LinkedIn.

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.