Customer Success Manager, Tokyo

About the role:

The Customer Success department is the backbone of everything Forter does, and as a Customer Success Manager, you’ll be a key addition to that team. Forter’s technology is on the cutting edge, and as such, the Customer Success team is in an exciting position to show customers how to benefit from that value. We put a great deal of faith in our CSMs, who are responsible not only for customer satisfaction, but also for renewals, expansion, and providing strategic insights. In this role you’ll build lasting relationships with client executives, solve complex business challenges, and grow partnerships, all while developing business, technical, and relationship skills that’ll be the cornerstone of your future career.

What you’ll be doing:

• Enable a variety of client stakeholders on Forter’s portal and technology close to the account going live. Run ongoing training and enablement for clients as well
• Quarterback high impact engagements, particularly monthly and quarterly business reviews to communicate Forter’s performance and value to client executives 
• Procure advocacy from your clients in the form of reference calls, case studies, etc. that act as sales accelerators and turn our partners into active promoters
• Leverage your client relationships and knowledge of Forter’s solution to generate upsell opportunities that you will collaborate with the Sales team on
• Own the retention number for your book of business and oversee the renewal process for expiring client contracts
• 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
• Direct client technical inquiries or troubleshooting questions to our Support team and help that team where necessary to ensure a positive customer experience
• Maintain clean data within our internal systems to ensure that both you and Forter’s leadership team have the most accurate info possible about the book of business

What you’ll need:

• 3-4 years of post-live, client-facing Account Management / Customer Success experience
• Experience leading monthly and quarterly business reviews with client executives where you described the value and ROI of your company’s solution
• Experience communicating client business objectives or issues to your internal leadership in order to form a strategic account plan
• Experience collaborating with your internal Product, R&D, and/or operations team to understand client needs and communicate product feedback
• Experience enabling and training your clients on how to use your company’s UX both initially and on an ongoing basis
• Experience in a SaaS startup environment, and in either the payments, fraud, or finance industry is a bonus
• 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

Benefits:

• Competitive salary and bonus plan
• Restricted Stock Units (RSU's)
• Private health insurance, including vision and dental coverage
• 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.We're a global team of 500+ people, with regional headquarters in New York, Tel Aviv, London, and Singapore, and employee presence across the US, Canada, Germany, France, Japan, China, and Australia. Our teams are cross-functional by design, and the work you do here is visible, consequential, and connected to the outcomes that matter.You'll have real ownership here and proximity to decisions. And we back that with investment in your growth — RSU offerings, L&D programs built around AI tools, and a culture of recognition rooted in our 4.5 day weeks (aka Forter’s Appreciation Fridays and Sundays). From team outings to local cultural celebrations, we mark the moments that matter — wherever you are in the world. We don't want Forter to be just another job. We want it to be the place you build.If you're ready to work on a problem that sits at the intersection of AI, commerce, and human trust, this is it.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   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.

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