[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Fortress Information Security is seeking a Director of Customer Success who will manage a portfolio of utility and highly regulated industry accounts. This role focuses on retaining and growing customer accounts, advising on Third-Party Risk Management programs, and ensuring timely completion of commitments while building strong relationships with clients.ResponsibilitiesRepresent Fortress as the primary point of contact and strategic advisor for assigned customer accountsBuild and maintain strong, authentic relationships with customer stakeholders, engaging confidently on both professional topics and broader conversations that strengthen rapport and trustIndependently lead all customer engagements and manage account activity with minimal oversightProactively advise customers on maturing their TPRM programs, challenging the status quo and driving continuous improvement rather than simply accepting programs as-isDevelop and deliver executive-ready Quarterly Business Reviews on a quarterly cadence using polished, professionally designed PowerPoint presentations that clearly communicate program maturity, risk insights, and value deliveredAchieve portfolio revenue targets by driving renewal success and advancing expansion and upsell opportunities within assigned accountsCapture detailed meeting notes in real time, including in environments where AI-assisted tools are restricted by customer policy, and distribute accurate meeting minutes and action items within 24 hours of every customer interactionDrive all open action items to timely completion; no task should remain untouched for more than five business days without documented status and a clear path to resolutionJoin all customer calls punctually. When an urgent conflict arises, proactively notify the customer and relevant Fortress stakeholders in advanceExecute people leadership responsibilities including ongoing conversations, feedback, coaching, training, and participation in performance managementMaintain deep knowledge of Fortress offerings and translate product capabilities into practical, value-driven guidance for customersPartner cross-functionally with Product, Marketing, and Sales to represent customer insights and support growth initiativesEscalate issues only when blocked or when executive intervention is required, exercising sound judgment and ownershipPerform other duties as assigned in support of customer and organizational objectivesSkills7+ years of experience in operational risk management, information security, cybersecurity, IT audit, or related risk disciplines within a utility or other highly regulated industry5+ years of client-facing experience with direct accountability for retention and revenue growthDemonstrated ability to manage executive-level customer relationships independently and with minimal oversightExperience advising on Third-Party Risk Management (TPRM) programs and driving continuous program improvementAdvanced PowerPoint and presentation skills, including executive storytelling and data visualization, well beyond bullet pointsStrong written and verbal communication skills, including demonstrated experience producing professional client-facing documentation such as meeting minutes, action logs, and status reportsDemonstrated ability to capture detailed meeting notes and manage action items to completion without reliance on AI tools in restricted customer environmentsBachelor's degree in a related field or equivalent professional experienceBig 4 consulting experienceUtility industry experienceExperience managing enterprise customer portfolios with revenue accountabilityProven ability to prioritize workload, meet deadlines, and operate effectively in a performance-driven environmentBenefitsCompetitive pay structureMedical, dental, vision plans with employees covered up to 90% with highly progressive options for dependents and familiesCompany paid life, short- and long-term disability insuranceEmployee Assistance Program401(k)matchFlexible Paid Time OffParental LeaveWe provide each employee with professional growth opportunities through succession planning, up-skilling, and certificationsTuition and certification reimbursementEmployee Referral ProgramsCompany Sponsored EventsCompany OverviewFortress protects governments, critical infrastructure, supply chains, and digital assets from advanced cyber threats. It was founded in 2015, and is headquartered in Orlando, Florida, USA, with a workforce of 201-500 employees. Its website is http://www.fortressinfosec.com.