What are the responsibilities and job description for the Director of Customer Success Enablement position at Forter?
About the role :
Forter is seeking a Director of Customer Success Enablement to lead and scale a strategic enablement function that will elevate the impact of our Customer Success team. This role is part of our growing GTM Ops and Enablement team and will work closely with our Customer Success, GTM and cross-functional leadership team to support our growth objectives.
At Forter, we care deeply about our customers and place a great deal of faith in our world-class Customer Success team. They play a crucial role in building strong, lasting relationships with our customers by addressing complex business challenges and delivering extraordinary value. The team ensures seamless, impactful experiences and drives tangible business outcomes to ensure our customers thrive and achieve their goals.
In this role you'll focus on designing, developing and implementing enablement programs to support the Customer Success team in executing their mission at the highest level. This role requires a strategic thinker with strong business acumen, customer-facing experience, exceptional communication skills and the ability to work collaboratively .
If you are passionate about customer-centricity and driving business outcomes through strategic enablement, we would love to hear from you!
Location : NYC or Denver preferred.
What you'll be doing :
- Strategic Enablement Planning & Execution : Develop and execute a Customer Success enablement strategy, aligned with our customer journey and growth objectives, that empowers our CS team to support our customers from onboarding, through renewal and expansion, to advocacy.
- Continuous Learning : Implement a framework that reinforces strategic thinking and proactive problem-solving. Advocate for the growth and development of the Customer Success team, ensuring they are equipped to support customers' evolving needs and contribute to the company's long-term success.
- Leadership & Stakeholder Management : Partner with senior leadership and serve as a liaison between Customer Success and other cross-functional teams (Sales, Marketing, Analytics, Product, etc) to align strategies, expectations, goals and KPIs.
- Data-Driven Insights & Performance Optimization : Establish key performance indicators (KPIs) and success metrics to track the effectiveness of enablement strategies, focusing on customer retention, expansion and overall satisfaction.
- Playbook Development : Develop data-driven, actionable customer success playbooks, including tailored strategies for each stage of the customer journey (onboarding, adoption, retention, expansion, advocacy).
- Performance Analysis and Improvement : Provide regular reports, insights and recommendations to the Customer Organization leadership on the progress and impact of enablement initiatives and programs.
What you'll need :
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 deserve. Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We're meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.
Trust is backed by data - Forter is a recipient of over 10 workplace and innovation awards, including :
Life as a Forterian :
We are a team of over 500 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Nordstrom, Priceline, Instacart and ASOS can block fraud, drive revenue and improve customer experience.
At Forter, we believe unique people create unique ideas, and valuable experience comes in many forms. So, even if your background doesn't match everything we have listed in the job description, we still encourage you to apply and tell us why your skills and values could be an asset to us. By welcoming different perspectives, we grow together as humans and as a company.
Forter is an Equal Employment Opportunity employer that will consider all qualified applicants, regardless of race, color, religion, gender, sexual orientation, marital status, gender identity or expression, national origin, genetics, age, disability status, protected veteran status, or any other characteristic protected by applicable law.
If you need assistance or an accommodation due to a disability, please email us at interviewaccommodation@forter.com. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.
Benefits :
Hybrid work :
At Forter, we have embraced a hybrid work model that combines the benefits of in-office collaboration with the flexibility of remote work. As part of this exciting approach, Team members are invited to work from the office at least 2 days per week. Within these two days, we encourage employees to join each week, for a department Team Day and for a Hub Day within each office. Your recruiter will share the specifics of these days.
Our hope is that a balance of in-person collaboration will aid massively in employee professional growth, development and relationship-building.
Salary Range : $187,000-$231,000 annually bonus equity benefits
The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.
Forter's Applicant Privacy Policy
Salary : $187,000 - $231,000
