[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. Fortress Information Security is seeking a Director of Customer Success who will manage a portfolio of utility and highly regulated industry accounts. This role focuses on retaining and growing customer accounts, advising on Third-Party Risk Management programs, and ensuring timely completion of commitments while building strong relationships with clients.

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; 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

Skills

• 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
• 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

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
• 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

Company Overview