Director of Customer Success

Location: Remote (Preference for candidates located in the pacific time zone)

Compensation: $160,000 - $180,000 per year, 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 is a strategic leadership role focused on delivering long-term client value, building strong partnerships, and ensuring a seamless experience across Fortress solutions. This highly visible, customer-facing role requires someone who can operate independently, communicate effectively, and coordinate across departments to meet and exceed expectations.

We are specifically seeking someone with deep expertise in third-party risk management (TPRM) and supply chain risk, as these are core components of our clients’ challenges and our service offerings. You’ll work closely with clients in critical infrastructure sectors to help them navigate complex risk environments, ensure adoption of our assessment exchange, and deliver insights that improve their security and compliance postures.

This role calls for someone who thrives in a dynamic environment, leads with professionalism and positivity, and can guide both internal teams and clients toward shared outcomes.

Responsibilities Include

• Develop and lead the execution of a scalable Customer Success Program aligned to client needs and industry best practices
• Act as the strategic advisor and primary point of contact for key clients, particularly those in the TPRM and cyber supply chain space
• Evaluate the health and performance of Fortress’s A2V assessment exchange and recommend improvements that drive adoption and impact
• Track and fulfill client commitments, ensuring consistent communication and delivery
• Build and maintain strategic, long-term relationships with client stakeholders across industries, with a focus on critical infrastructure and supply chain risk management
• Lead Quarterly Business Reviews (QBRs) and communicate key value outcomes and metrics
• Coordinate with cross-functional teams—including product, engineering, security, and operations—to solve problems and align on deliverables
• Provide subject matter expertise and insight on TPRM and supply chain security best practices, trends, and risk mitigation strategies
• Report on customer success metrics, client feedback, and strategic initiative progress to senior leadership
• Lead, coach, and support team members through ongoing development, performance feedback, and knowledge sharing
• Inform product development with client-driven insights and collaborate with internal stakeholders to shape roadmap priorities
• Deliver on strategic initiatives and deadlines, maintaining alignment with organizational goals and client expectations
• Support additional duties and projects as needed
  
  
  

Minimum Qualifications

• 7+ years of experience in a highly regulated industry, such as utilities, with demonstrated knowledge of third-party risk management or cyber supply chain risk
• 7+ years of experience in information security, operational risk management, cybersecurity, IT audit, or related domains
• 5+ years in customer- or vendor-facing roles with an emphasis on relationship management, strategic advising, and customer outcomes
• Proven experience delivering measurable customer success initiatives in a B2B environment
• Ability to operate independently and cross-functionally with a strong sense of ownership and accountability
  
  
  

Preferred Qualifications

• Hands-on experience in TPRM platforms, supply chain assessments, or cybersecurity frameworks (such as NIST, ISO, or CIP)
• Familiarity with OT environments and asset vulnerability management
• Experience working with critical infrastructure clients or in government-adjacent sectors
• Strong communication, data interpretation, and problem-solving skills
  
  
  

Education

• Bachelor’s degree in cybersecurity, IT management, business, or a related technical field
  
  
  

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
• Access to thousands of Learning & Development courses that range from mental health and wellbeing, stress, and time management to an array of technical and business-related courses
  
  
  

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.