Customer Success Manager

As a Customer Success Manager at FORM, you will be a trusted strategic partner to the world’s leading Consumer Goods, food & beverage, and retail brands—empowering them to unlock the full value of the GoSpotCheck field execution platform. You’ll guide customers from kick-off to go-live, deliver hands-on training, and drive adoption of FORM’s rapidly expanding AI capabilities, including Image Recognition. You’ll dig into your customers’ data and business rules, surfacing actionable recommendations on platform configuration, data integrity, and best practices. Most importantly, you’ll build authentic, lasting relationships with key stakeholders across your portfolio—consistently demonstrating the ROI of our partnership and positioning FORM as an indispensable part of their operations.

What We'll Achieve:

• We’ll empower our customers to own and expand their use of GoSpotCheck.
• We’ll provide thoughtful GoSpotCheck solutions and recommendations to help resolve new and existing customer pain points.
• We’ll provide customer training on the GoSpotCheck platform and consultation to help the customer maximize their use of the solution and minimize platform pain points/short comings.
• We’ll provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in administration and management of their platform solution.
• We’ll consistently communicate our strategic value and demonstrate GoSpotCheck’s ROI for our customers throughout their lifecycle.
• We’ll manage competing priorities across a dynamic book of business; your ability to triage, focus on the highest-impact work, and execute with urgency is what will set you apart.
• Through Executive Business Reviews, Strategic Planning sessions, and day-to-day communication, we’ll reinforce the value our customers receive from GoSpotCheck.
• We’ll retain and grow our portfolio organically; thanks to the solid foundation you’ve established for your accounts.
• We’ll be accountable for portfolio health: tracking customer health scores, NRR (Net Revenue Retention), and GRR (Gross Revenue Retention) to proactively identify risk and expansion opportunities before they surface in a renewal conversation.

Who You Are:

• You have 2-3 years’ experience managing B2B customers. Bonus points for managing Enterprise customers and/or portfolio of $2M ARR or more.
• You are comfortable working directly with executives and senior-level management.
• You’ve managed simultaneous projects in a customer-facing role where you were directly accountable for delivering data-driven results.
• You love data and may have been a data analyst in a past life. You can explain relational database concepts, have advanced Excel skills, and have even written a SQL query or two over the years.
• Experience in Image Recognition (IR) or AI/Deep Learning is a huge plus.
• Your written communication is exceptional: concise, persuasive, and empathetic.
• Your verbal communication is exceptional: clear, on-point, and confident.
• You have a proven track record of building successful relationships with customers, and one or two of them would even be willing to serve as a reference.
• You have a history of retaining and growing your customer portfolio.
• Having too much work and not enough time doesn’t make you come unglued - You understand how to prioritize and focus on what is important.
• You look forward to collaborating and building relationships with many other teams throughout the company.
• You’re curious about AI and comfortable helping customers adopt new technology. Bonus points if you’ve worked with Salesforce, Claude or have experience explaining AI-driven features like image recognition or automated compliance scoring to non-technical stakeholders.
• You have completed a bachelor’s degree.
• You appreciate and align with our company values.

What We Offer:

• Remote-first work environment. 
• Generous medical, dental, and vision insurance coverage. 
• Company-paid life and disability insurance. 
• 401(k) retirement plan available. 
• Paid parental leave. 
• Flexible vacation policy – take the time you need when you need it. 
• Company-provided work equipment. 
• Opportunities for internal growth and career development. 

Compensation: $75,000 – $85,000 annually, base salary. Exact compensation may vary depending on skills, experience, and location within the United States. 

This is a full-time W-2 position. Employment is contingent upon successful completion of standard employment verification (I-9) and background checks. Candidates must be authorized to work in the United States without the need for sponsorship.

Final candidates located in the United States will be required to undergo a criminal background check through Checkr. Any background check will be conducted in compliance with applicable laws and regulations.