| 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: The Director of Customer Success reports to the Executive Vice President of Customer Success and owns 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. The Director independently leads customer meetings, runs Quarterly Business Reviews, advises customers on improving their TPRM programs, and ensures all commitments are completed on time. This is a hands-on role. The Director is expected to manage both strategic conversations and detailed administrative follow-through without relying on others to drive execution. Success in this role means owning assigned accounts with minimal oversight, increasing net revenue retention, and meeting or exceeding an annual upsell target. Successful Directors build strong, authentic relationships where customers see them as a trusted advisor, someone equally comfortable discussing industry trends, program maturity, or topics outside of work. They are proactive, organized, responsive, growth-minded, and consistently deliver measurable results. The ideal candidate is hungry, driven to advance both their own career and Fortress's business, and confident identifying and pursuing expansion opportunities within their portfolio. Responsibilities include: - 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; no task should remain untouched for more than five business days without documented status and a clear path to resolution.
- Join all customer calls punctually. When an urgent conflict arises, proactively notify the customer and relevant Fortress stakeholders in advance.
- 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, well 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.
- Bachelor's 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.
Education: - Bachelor's degree in a related field or equivalent professional experience required.
This role is NOT For You If.... - You rely on others to remind you of open tasks or drive follow-through to completion.
- You need significant oversight to manage customer relationships or prepare for meetings.
- You view the administrative side of account management as someone else's responsibility.
- You are uncomfortable holding customers to a higher standard or advising them toward continuous improvement.
Employee Benefits: - Competitive pay structure
- Medical, dental, 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
- 401(k) match
- Flexible Paid Time Off
- Parental Leave
Employment Perks: - We provide each employee with professional growth opportunities through succession planning, up-skilling, and certifications
- Tuition and certification reimbursement
- Employee Referral Programs
- Company Sponsored Events
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.
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