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 most

Customer-driven mindset

Autonomy to do your job

Personal accountability/stewardship

The 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 Responsibilities

What You Own

Quota & Revenue

Renewal and expansion quota across your assigned account portfolio

Full accountability for NRR across your book

Expansion pipeline generation and close in partnership with the sales team

Team

Hire, onboard, and develop Customer Success Managers

Define CSM coverage model, account prioritization, and playbooks

Set CSM performance targets and run weekly 1:1s and pipeline reviews

Operations

Own the portfolio health scorecard and churn early warning system

Maintain Salesforce accuracy for all renewal and expansion opportunities

Report portfolio-level metrics to Sales and Revenue Operations on a recurring cadence

What You Will Do

Own renewal cycles end-to-end: forecasting, negotiation & close

Identify and develop expansion opportunities across service lines (advisory, assessment, technical testing)

Run structured QBRs with clients, connecting compliance milestones to upsell triggers

Build and maintain account health scorecards using engagement signals, utilization data, and contract stage

Develop a CSM playbook covering onboarding, QBR cadence, risk escalation, and expansion plays

Partner with Sales and Delivery to align on client outcomes and scope changes

Represent the voice of the customer in product and service development conversations

Manage renewal and expansion pipeline in Salesforce with accurate stage, close date, and forecast category discipline

Identify churn signals early and drive proactive intervention before renewal windows open

Basic Qualifications

• 6+ years in customer success, account management, or client services — at least 2 years in a leadership or team lead capacity

  Demonstrated track record owning NRR or renewal quota in a B2B professional services

  Fluency with board-level CS metrics: NRR, GRR, LTV:CAC, churn rate, expansion ARR

  Experience managing a team of CSMs or account managers with individual performance ownership

  Strong Salesforce skills — pipeline hygiene, forecasting, dashboards

  Ability to run executive-level client conversations and QBRs independently

  Comfort operating in a compliance-adjacent or technical services environment

Preferred Skills

• Familiarity with cybersecurity, GRC, regulatory compliance (FedRAMP, CMMC, SOC, ISO, PCI)

  Experience retaining clients through multi-year compliance programs

  Background in professional services, audit, or advisory firms

Posted Salary Range

$115,000 - $140,000 annual salary, OTE: $164,000 - $200,000

What Fortreum Offers

We 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 Employer

Fortreum 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 hr@fortreum.com.

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 hr@fortreum.com 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.