Senior Manager, Customer Success

About the role: As the Senior Manager, Customer Success in Shanghai , you’ll lead a high-performing team focused on driving long-term value for Forter’s customers in the region. Our Customer Success organization plays a critical role across the customer journey—owning satisfaction, retention, and expansion opportunities. In this role, you’ll serve as a strategic partner to clients, build trusted relationships with senior stakeholders, and help unlock the full potential of Forter’s innovative technology. You’ll also be responsible for scaling our CS operations, mentoring a world-class team, and tackling complex business challenges that drive real impact—for our customers and your career. What you’ll be doing: Lead a world class team of CSMs in the GCR region, covering our customers in China Recruit and develop a high performing team, helping uplevel our CSMs to meet their company goals while preparing them for the next steps in their careers Deliver transformational leadership so the team is highly motivated, supported, and engaged. Be a role model and maximize the strengths of your team Own the gross and net revenue retention number for your team, building a strategic plan to retain and grow your book of business quarter after quarter Independently handle escalated client issues with urgency, providing guidance to the team while serving as an escalation point that can deescalate situations Lead the GCR team renewal strategies, partnering with cross-functional teams like Sales, Marketing, and Finance to proactively plan renewals well in advance Work closely with the GTM teams (Sales, Pre-Sales, etc.) to align on strategies, forecasting, account plans, and expansion opportunities Share key insights about Forter’s product and processes internally with our Product and leadership teams to help point the company roadmap in the right direction Who are you?: 10+ years of CS experience working with large enterprises on software solutions 5+ years of management experience as a CS team manager or leader Experience in a SaaS startup serving customers that include those in mainland China. Fraud, payments, professional services, and eCommerce experience is highly preferred Strong management presence and leadership ability, with communication and interpersonal skills that motivate leaders and teams Demonstrated operational excellence in analytical thinking, process development, problem solving, communication, delegation, and planning Excellent communication skills especially at the C-level. Past experience working with senior C-level executives both internally and externally Experience building exceptionally strong relationships with x-functional leaders. Sharing a clear vision for your team as well as enlisting internal support for initiatives Ability to work in fast paced environment, be trusted to drive initiatives autonomously and gain buy in from a wide collection of stakeholders Ability to break down ambiguous and nuanced problems into concrete, manageable components and think through optimal solutions Openness to being hands on. Not afraid to roll your sleeves up and get in the weeds while solving complex operational problems Are fluent in written and spoken Mandarin Benefits: Competitive salary and quarterly bonus plan Generous PTO policy Half day Fridays, every Friday About us: Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction. The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they ... (truncated, view full listing at source)