Customer Success Director

Fortreum is a trusted leader in cloud and cybersecurity services, ranked among the Top 5 FedRAMP Third Party Assessment Organizations (3PAO). With the addition of Kovr.AI, we have expanded our capabilities to include advanced cyber risk quantification and analytics, enabling organizations to better understand, measure, and communicate risk. Together, we deliver independent, third-party, vendor-agnostic regulatory assessment and advisory services, alongside advanced cybersecurity offensive and compliance technical solutions. Our comprehensive service portfolio spans regulatory compliance frameworks including FedRAMP, CMMC, FISMA, SOC, PCI, ISO, and HIPAA.

Working with Fortune 500 companies and leading cloud service providers, we’ve built our reputation on service-delivery excellence and an unwavering commitment to client success. Our continued rapid growth creates exceptional opportunities for driven professionals to make their mark in the cybersecurity industry—guided by our core values: quality above all, a customer-driven mindset, autonomy, and personal accountability.

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.

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

• 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

• 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

$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. Our benefits package includes medical insurance, dental insurance, vision insurance, 401K plan with a 4% match, 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 [email protected]. 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 [email protected] 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.