Customer Success Director

Fortreum is a trusted leader in cloud and cybersecurity services, ranked in the Top 5 FedRAMP Third Party Assessment Organizations (3PAO). We provide independent, third-party and vendor-agnostic regulatory assessment and advisory services, coupled with advanced cybersecurity offensive and compliance technical services to our clients. Our comprehensive service portfolio includes regulatory compliance (FedRAMP, FISMA, SOC, ISO, HIPAA, CMMC, PCI) and technical security services (Penetration Testing, Red Teaming, Social Engineering, Attack Surface Analysis and others).Working with Fortune 500 companies and leading cloud service providers, we've built our reputation on our service-delivery excellence and unwavering commitment to client success. Our rapid growth creates exceptional opportunities for driven professionals to make their mark in the cybersecurity industry with a focus on our core values:Quality matters mostCustomer-driven mindsetAutonomy to do your jobPersonal accountability/stewardshipThe Opportunity On our team, you will have the opportunity to work with industry-leading experts who've supported the world's biggest cloud providers. In this role, you will own the retention and expansion of an assigned portfolio of accounts. You will build and lead the Customer Success team, own the renewals and expansion quota across your book, and be directly accountable for NRR performance. This is a player-coach role at a high-growth professional services firm. Key ResponsibilitiesWhat You OwnQuota & RevenueRenewal and expansion quota across your assigned account portfolioFull accountability for NRR across your bookExpansion pipeline generation and close in partnership with the sales teamTeamHire, onboard, and develop Customer Success ManagersDefine CSM coverage model, account prioritization, and playbooksSet CSM performance targets and run weekly 1:1s and pipeline reviewsOperationsOwn the portfolio health scorecard and churn early warning systemMaintain Salesforce accuracy for all renewal and expansion opportunitiesReport portfolio-level metrics to Sales and Revenue Operations on a recurring cadenceWhat You Will DoOwn renewal cycles end-to-end: forecasting, negotiation & closeIdentify and develop expansion opportunities across service lines (advisory, assessment, technical testing)Run structured QBRs with clients, connecting compliance milestones to upsell triggersBuild and maintain account health scorecards using engagement signals, utilization data, and contract stageDevelop a CSM playbook covering onboarding, QBR cadence, risk escalation, and expansion playsPartner with Sales and Delivery to align on client outcomes and scope changesRepresent the voice of the customer in product and service development conversationsManage renewal and expansion pipeline in Salesforce with accurate stage, close date, and forecast category disciplineIdentify churn signals early and drive proactive intervention before renewal windows openBasic Qualifications6+ years in customer success, account management, or client services — at least 2 years in a leadership or team lead capacityDemonstrated track record owning NRR or renewal quota in a B2B professional servicesFluency with board-level CS metrics: NRR, GRR, LTV:CAC, churn rate, expansion ARRExperience managing a team of CSMs or account managers with individual performance ownershipStrong Salesforce skills — pipeline hygiene, forecasting, dashboardsAbility to run executive-level client conversations and QBRs independentlyComfort operating in a compliance-adjacent or technical services environmentPreferred Skills Familiarity with cybersecurity, GRC, regulatory compliance (FedRAMP, CMMC, SOC, ISO, PCI)Experience retaining clients through multi-year compliance programsBackground in professional services, audit, or advisory firmsPosted Salary Range$115,000 - $140,000 annual salary, OTE: $164,000 - $200,000What Fortreum OffersWe offer a competitive compensation package, where you will be rewarded based on your performance/outcomes and recognized for the value you bring to our business. You will be a part of something special as we continue to grow. The founders have a proven track record of successful company acquisitions/exit of both small and mid-market cybersecurity organizations. Our benefits package includes medical insurance, dental insurance, vision insurance, company paid short-term disability, company paid long-term disability, company paid AD&D and life insurance, flex time off, annual bonuses, training stipends, certification reimbursements, access to over 30,000 free online training courses, personal cell phone allowance, new hire and annual home office stipend, spot awards and eleven paid holidays.An Affirmative Action and Equal Opportunity EmployerFortreum is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected]. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please e-mail [email protected] or call 703-594-1460. This email and phone number is created exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Apply Now