About the role

The Customer Success department is the backbone of Forter. As a Principal CSM, you are the senior commercial owner of our strategic accounts. You lead renewal negotiations end to end, protect and grow revenue, and act as a trusted advisor to CFO and C-level sponsors. We’re looking for someone who has already done this at Director or senior level, and who wants to do it at the scale of our largest customers.

What you’ll be doing

Own and negotiate renewals: Lead multi-year renewal negotiations, including pricing, terms and discount discussions. You close them yourself and don’t hand off to Sales.
Deliver retention and growth: Own NRR and GRR for a strategic book of business between $10M-$20M ARR. Identify and win expansion opportunities, working with Sales.
Build executive relationships: Multi-thread to CFO, C-level and business sponsors. Lead MBRs and QBRs that tie Forter’s performance to ROI and budget.
Lead through risk: Run save plans with urgency and make the commercial call when an account is at risk.
Turn success into momentum: Secure references and case studies that accelerate sales.
Feed the business: Share customer insight with Product and leadership, and keep CRM data accurate.

What you’ll need

7+ years in strategic account management, customer success or account management, at Director or senior level.
Direct ownership of renewal negotiations on large, complex contracts, with proven NRR and GRR results.
Experience managing enterprise/strategic accounts and working directly with CFO and C-level sponsors.
Commercial acumen: you can lead executive reviews on ROI, budgets and long-term contract value.
Independence: you drive renewals and expansion yourself, without relying on others to close.
Comfort with pace and ambiguity in a scaling SaaS company.
Bonus: background in payments, fraud or fintech.

Benefits:

Competitive salary and bonus plan
Restricted Stock Units (RSU's)
Private health insurance, including vision and dental coverage
Generous PTO policy
Half day Fridays, every Friday

About Us:

Commerce is evolving faster than the systems built to support it. Agentic AI is redrawing how people buy. Customer expectations have a new ceiling. And bad actors are evolving alongside every advancement.

Forter was built to meet this moment — and stay ahead of it.

We are a human-first, AI-built company. Our technology analyzes patterns across a network of over 2 billion shoppers, delivering identity intelligence across the entire commerce journey — from sign-up to checkout to returns — that protects revenue and unlocks great customer experiences simultaneously. With Forter, businesses know who to trust, whether it’s humans or the agents shopping for them. The result: zero friction for the customers who matter. No revenue left behind.

The world's most trusted brands — Nordstrom, Instacart, Priceline, Adobe, ASOS, and eBay among them — rely on Forter to get this right. Since 2013, we've raised $525M from investors including Tiger Global, Bessemer, Sequoia Capital, and Salesforce Ventures, and today we power commerce decisions for nearly 1 million businesses globally. We're more than fraud, payments and orchestration – we make trust a competitive advantage.

Trust is backed by data – Forter is a recipient of over 10 workplace and innovation awards, including:

Great Place to Work Certification (2021, 2022, 2023, 2024, 2025)
Fortune’s Best Workplaces in NYC (2022, 2023, 2024 and 2025)
Forbes Cloud 100 (2021, 2022, 2023, 2024 and 2025)
Anti-Fraud Solution of the Year at the Payments Awards (2024)

Life as a Forterian:

Forterians are, genuinely, some of the best people you'll work with. Smart, curious, and deeply good humans who care about the work and each other. That's not an accident — it's something we've been intentional about since day one, and it's the thing people mention most when they talk about why they stay. When you're surrounded by people like this, doing work that actually matters, it changes what a job can feel like.

Forter was built on a simple but powerful conviction: when AI does its job, humans can do theirs better. That philosophy shapes our products and shapes how we work. AI is core to our workflows — not as a shortcut, but as a force multiplier that gives Forterians the space to focus their energy where human judgment is irreplaceable.