Customer Success Manager

About Forma 

The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.

Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team.

Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 75 NPS, and 98 CSAT ratings from members.

Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.” 

About the Role

As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of a portfolio of 30+ commercial and enterprise accounts. Your primary goal is to foster strong relationships with customers, ensuring they are getting the most value from our products/services. You will work closely with our support and operations teams to resolve customer issues and play a key role in driving satisfaction. You will also collaborate with the Account Management team to ensure smooth handoffs for renewals and growth opportunities. 

You Will

• 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 Skills

• 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 and Perks

• 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

At Forma, we value diversity, and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Duties and responsibilities may not all be covered in the description, or may change over time at the discretion of Forma. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Forma, we welcome diverse perspectives, and people who think rigorously / aren't afraid to challenge assumptions. Join us!