Director of Customer Success

Director of Customer Success ==========================

Location: Remote Compensation: $140,541 - $223,212 depending on experience and qualifications. Employment Type: Full-Time

What You Can Expect --------------------

As a Director of Customer Success at Fortress, you will report to the Executive Vice President of Customer Success and own a portfolio of approximately five utility and highly regulated industry accounts. This role is responsible for retaining and growing those accounts while helping customers strengthen their Third-Party Risk Management (TPRM) programs.

Responsibilities ----------------

• Represent Fortress as the primary point of contact and strategic advisor for assigned customer accounts.
• Build and maintain strong, authentic relationships with customer stakeholders, engaging confidently on both professional topics and broader conversations that strengthen rapport and trust.
• Independently lead all customer engagements and manage account activity with minimal oversight.
• Proactively advise customers on maturing their TPRM programs, challenging the status quo, and driving continuous improvement rather than simply accepting programs as-is.
• Develop and deliver executive-ready Quarterly Business Reviews on a quarterly cadence using polished, professionally designed PowerPoint presentations that clearly communicate program maturity, risk insights, and value delivered.
• Achieve portfolio revenue targets by driving renewal success and advancing expansion and upsell opportunities within assigned accounts.
• Capture detailed meeting notes in real-time, including in environments where AI-assisted tools are restricted by customer policy, and distribute accurate meeting minutes and action items within 24 hours of every customer interaction.
• Drive all open action items to timely completion, ensuring no task remains untouched for more than five business days without documented status and a clear path to resolution.
• Join all customer calls punctually and notify the customer and relevant Fortress stakeholders in advance of any urgent conflicts.
• Execute people leadership responsibilities, including ongoing conversations, feedback, coaching, training, and participation in performance management.
• Maintain deep knowledge of Fortress offerings and translate product capabilities into practical, value-driven guidance for customers.
• Partner cross-functionally with Product Marketing and Sales to represent customer insights and support growth initiatives.
• Escalate issues only when blocked or when executive intervention is required, exercising sound judgment and ownership.
• Perform other duties as assigned in support of customer and organizational objectives.

Minimum Qualifications ---------------------

• 7 years of experience in operational risk management, information security, cybersecurity, IT audit, or related risk disciplines within a utility or other highly regulated industry.
• 5 years of client-facing experience with direct accountability for retention and revenue growth.
• Demonstrated ability to manage executive-level customer relationships independently and with minimal oversight.
• Experience advising on Third-Party Risk Management (TPRM) programs and driving continuous program improvement.
• Advanced PowerPoint and presentation skills, including executive storytelling and data visualization beyond bullet points.
• Strong written and verbal communication skills, including demonstrated experience producing professional client-facing documentation such as meeting minutes, action logs, and status reports.
• Demonstrated ability to capture detailed meeting notes and manage action items to completion without reliance on AI tools in restricted customer environments.
• Bachelors degree in a related field or equivalent professional experience.

Preferred Skills ----------------

• Big 4 consulting experience.
• Utility industry experience.
• Experience managing enterprise customer portfolios with revenue accountability.
• Proven ability to prioritize workload, meet deadlines, and operate effectively in a performance-driven environment.

Employee Benefits -----------------

• Competitive pay structure.
• Medical, dental, and vision plans with employees covered up to 90%, with highly progressive options for dependents and families.
• Company-paid life, short- and long-term disability insurance.
• Employee Assistance Program.
• 401k match.
• Flexible Paid Time Off.
• Parental Leave.
• Employment Perks.

Company Culture ----------------

• Professional growth opportunities through succession planning, up-skilling, and certifications.
• Tuition and certification reimbursement.
• Employee Referral Programs.
• Company-sponsored events.

Equal Opportunity Employer -------------------------

• Fortress is proud to be an Equal Opportunity Employer.
• All employees and applicants will receive consideration for employment without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
• Fortress Information Security takes part in the E-Verify process for all new hires.
• For positions located in the US, the following conditions apply:
• If you are made a conditional offer of employment, you will have to undergo a drug test.
• ADA Disclaimer: In developing this job description, care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.