Customer Success Director
Role Overview
This is a senior-level Customer Success Director role at Fortreum, a cybersecurity services firm, where you will lead a team of Customer Success Managers to retain and expand an assigned portfolio of accounts. Day-to-day responsibilities include owning renewal and expansion quotas, managing NRR performance, building account health scorecards, running client QBRs, and developing CSM playbooks. The hire will have a significant impact on client retention and revenue growth in a high-growth professional services environment.
Perks & Benefits
The role is fully remote with a competitive compensation package including an annual salary of $115,000-$140,000 and OTE of $164,000-$200,000, plus benefits like medical, dental, and vision insurance, flex time off, annual bonuses, and training stipends. It offers career growth opportunities in a fast-paced cybersecurity industry, with a culture emphasizing autonomy, personal accountability, and quality, supported by home office stipends and access to extensive online training courses.
Full Job Description
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.
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