Principal Customer Success Manager – Public Sector

📌 Core Information

🔹 Job Title: Principal Customer Success Manager – Public Sector

🔹 Company: Fortra

🔹 Location: United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: March 31, 2025

🔹 Experience Level: 10+ years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing a portfolio of high-value, strategic customers.
• Building and maintaining strong, long-term business relationships.
• Ensuring customers derive tangible value from the company’s solutions.
• Serving as a seasoned, consultative business advisor.

ASSUMPTION: The role assumes a high level of interaction with senior executives and requires in-depth knowledge of the public sector industry to tailor solutions effectively.

📋 Key Responsibilities

✅ Manage customer escalations and serve as a trusted advisor to customer stakeholders.

✅ Establish and manage customer journeys to drive satisfaction, adoption, and retention.

✅ Analyze data insights to guide decision-making and enhance customer outcomes.

✅ Collaborate with Sales Engineers and Account Executives to design custom solutions.

✅ Foster cross-functional collaboration with internal teams for client success strategies.

ASSUMPTION: Responsibilities require a deep understanding of cybersecurity and the ability to convey the business impact of technical solutions.

🎯 Required Qualifications

Education: Bachelor’s degree required; an advanced degree preferred.

Experience: 15+ years in strategic account management or customer success management in a technical environment.

Required Skills:

• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Cross-functional leadership and team coordination abilities.

Preferred Skills:

• Experience in navigating complex customer concerns effectively.
• Proven ability to manage executive-level relationships.

ASSUMPTION: The qualifications emphasize strong leadership, problem-solving, and negotiation skills, reflective of the high-stake nature of the role.

💰 Compensation & Benefits

Salary Range: $90,000 — $125,000 USD annually

Benefits:

• Health, dental, and vision coverage as of hire
• Immediate enrollment in 401(k), HSA, and FSA plans
• Tuition and personal enrichment reimbursement

Working Hours: 40 hours per week with potential need for flexibility

ASSUMPTION: Compensation is competitive within the industry, reflecting the seniority and specialization required in the public sector customer success role.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development (Cybersecurity focus)

Company Size: 1,001-5,000 employees, indicating a medium-sized company with substantial resources and a likely structured internal environment.

Founded: Not specified

Company Description:

• Focus on cybersecurity solutions.
• Dedicated to innovative and adaptive product development.
• Emphasizes collaboration with customers to address unique cybersecurity needs.

Company Specialties:

• Cybersecurity Solutions
• Customer-Focused Product Development
• Strategic Business Advisory

Company Website: https://www.fortra.com/

ASSUMPTION: The company prioritizes innovative solutions and customer collaboration, suggesting a dynamic and supportive work environment for engineering and strategic insights.

📊 Role Analysis

Career Level: Senior-level, demanding strategic oversight and initiative.

Reporting Structure: Likely report to Director or VP of Customer Success.

Work Arrangement: Predominantly on-site, with potential travel requirements.

Growth Opportunities:

• Potential to lead larger geographical or vertical teams.
• Opportunities to spearhead cross-functional initiatives.
• Possibilities for advancement into organizational leadership roles.

ASSUMPTION: Opportunities for growth likely include expanding team leadership and increased influence over organizational strategy.

🌍 Location & Work Environment

Office Type: Professional office setting, conducive to strategic and collaborative meetings.

Office Location(s): Headquarters in Eden Prairie, Minnesota.

Geographic Context:

• Central U.S. location offering an accessible commute.
• Proximity to a burgeoning tech scene in the Minneapolis area.
• Strong community support for innovation and growth in cybersecurity.

Work Schedule: Standard business hours with potential for extended hours during critical project phases.

ASSUMPTION: The workplace environment is likely structured yet flexible, catering to the demands of high-stakes cybersecurity management.

💼 Interview & Application Insights

Typical Process:

• Initial application screening.
• Technical skills and role alignment assessment.
• Panel interview with cross-functional team members.

Key Assessment Areas:

• Strategic thinking and problem-solving capabilities.
• Communication skills across multiple audiences.
• Ability to manage high-stakes customer relationships.

Application Tips:

• Highlight experience in strategic roles within cybersecurity.
• Demonstrate cross-functional collaboration and leadership skills.
• Showcase any significant successes in managing high-value customer accounts.

ATS Keywords: Customer Success Management, Cybersecurity, Strategic Account Management, Solution Expertise, Data Analysis

ASSUMPTION: The application process values both technical proficiency in cybersecurity and interpersonal skills for executive interaction.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) Software
• Data Analytics and Business Intelligence Tools
• Cybersecurity Product Suites

ASSUMPTION: Given the technical nature of the role, familiarity with CRMs and analytics platforms is crucial for success.

👔 Cultural Fit Considerations

Company Values:

• Innovation in cybersecurity solutions.
• Commitment to customer collaboration and satisfaction.
• Empowerment of employees to act as proactive allies.

Work Style:

• Collaborative and team-oriented decision-making.
• Proactive problem-solving approach.
• Adaptability to evolving challenges and solutions.

Self-Assessment Questions:

• How do you manage and mitigate risks in strategic customer accounts?
• Can you demonstrate past success in leading cross-functional teams?
• How do you handle escalations while maintaining customer trust?

ASSUMPTION: Employees thrive in a culture that values strategic contributions and collaborative involvement in complex challenges.

⚠️ Potential Challenges

• Navigating the complexities of cybersecurity solutions in diverse public sectors.
• Ensuring consistent customer satisfaction amid changing market needs.
• Balancing intensive travel requirements with on-site obligations.
• Managing high-pressure escalations effectively.

ASSUMPTION: Challenges may arise from the industry's fast-paced nature and the diverse needs of public sector clients.

📈 Similar Roles Comparison

• Similar positions may include Senior Customer Success Manager.
• Roles in competitor companies with a cybersecurity focus.
• Positions involving strategic account management within tech firms.

ASSUMPTION: Comparable positions may differ slightly in responsibilities based on the customer base and product focus.

📝 Sample Projects

• Developing a strategic success plan for a large public sector account.
• Implementing a cross-departmental cyber-risk mitigation strategy.
• Leading a customer-centric innovation lab within the company.

ASSUMPTION: Sample projects address critical aspects of customer success and innovation in cybersecurity.

❓ Key Questions to Ask During Interview

• What unique challenges does Fortra face in the public sector?
• How does the company define and measure customer success?
• What is Fortra’s vision for growth and expansion in its cybersecurity offerings?
• How does Fortra support cross-functional collaboration between departments?
• What is the typical career progression for this role?

ASSUMPTION: Questions are designed to gain insight into the company's strategy, measures of success, and career trajectories.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a resume emphasizing relevant experiences and achievements.
• Include a cover letter highlighting your strategic insights and customer success stories.
• Ensure your application is submitted before the closing deadline.
• Stay informed about Fortra by following its LinkedIn page.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.