Customer Success Manager

Summary

Join Forma as a Customer Success Manager and ensure the success and satisfaction of 30+ commercial and enterprise accounts. Foster strong customer relationships, understand their needs, and drive product adoption. Conduct regular business reviews, collaborate with support and operations teams, and manage account administration. Gather customer feedback, work with the Account Management team for renewals and growth, and be a team player. This role requires managing a diverse portfolio, building relationships, and driving customer satisfaction. The ideal candidate will have experience in customer success, strong communication skills, and the ability to work collaboratively.

Responsibilities

• Manage a portfolio of 30+ commercial and enterprise customer accounts, focusing on ensuring their success and satisfaction with our products/services
• Serve as the primary point of contact for customers, building strong, lasting relationships and understanding their needs and objectives
• Drive product adoption and ensure customers are leveraging our products effectively to achieve their goals
• Conduct regular business reviews, providing insights and metrics to track customer success and identify areas for improvement
• Collaborate with support, operations, and product teams to address customer requests and enhance their experience
• Own account administration for your book of business, including: keeping CRM up to date, communicating to customers regarding contracting, invoicing, and product changes
• Gather and analyze customer feedback to identify trends and areas for product/service improvements, sharing insights with internal teams
• Work closely with the Account Management team to ensure smooth transitions for renewals and help grow existing business by providing them with qualified leads
• Be a team player: participate in team meetings, training sessions, and key initiatives to improve overall CS efficiency and deliver an exceptional customer experience

Preferred Qualifications

• 2-5 years of experience in customer success, account management, business development or a related customer-facing role
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers
• Excellent problem-solving abilities and a proactive approach to addressing customer needs
• Ability to work collaboratively with cross-functional teams, including support and operations
• Highly organized with strong time management skills and the ability to manage multiple accounts and priorities simultaneously
• Familiarity with Salesforce or other customer success tools is a plus
• A customer-centric mindset with a passion for delivering exceptional customer experiences
• Ability to handle and deescalate challenging situations with professionalism and empathy

Benefits

• Remote-first working environment
• Medical, dental and vision insurance plans
• Employee wellness program
• Home Productivity program
• Team building program
• 401(k) savings plan
• Flexible PTO policy
• 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent