Forma

Customer Success Associate

Forma

full-time

Posted on:

Location Type: Remote

Location: United States

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Provide ongoing support to a portfolio of standard customers, serving as a consistent point of contact to help customers adopt core product features and achieve early success.
  • Execute proactive, scalable customer engagement programs, including scheduled check-ins, adoption reminders, webinars, group trainings, and mass email campaigns in partnership with the Customer Education team.
  • Monitor customer health indicators, usage trends, and engagement signals to identify customers who may need additional outreach or support.
  • Proactively reach out to customers showing early signs of disengagement or confusion, using defined playbooks and guidance.
  • Respond to customer inquiries in a timely and organized manner, ensuring follow-ups are completed and no requests are left unresolved.
  • Provide basic product guidance and troubleshooting for common questions, and coordinate with Support, Product, or other internal teams when escalation is required.
  • Keep customers informed on the status of open questions, requests, or issues, communicating clearly and setting appropriate expectations around next steps and timelines.
  • Support customer renewals in an auto-renewal model, including outreach, coordination, and issue resolution, with ongoing guidance from management and CX leadership.
  • Identify and surface potential expansion or cross-sell opportunities based on customer needs and product usage, partnering with Account Management for execution.
  • Share recurring customer feedback, trends, and insights with internal teams to help improve the customer experience and inform product and process improvements.
  • Collaborate closely with Support, Operations, Education, Implementation, and Product teams to help scale and refine our standard customer success approach.

Requirements

  • 2 - 3 years of experience in a customer facing role
  • Strong written and verbal communication skills, with the ability to send clear, concise, and customer-friendly messages.
  • Highly organized and dependable, with the ability to manage multiple customer interactions and follow-ups simultaneously.
  • Comfortable working within defined processes, playbooks, and guidance while maintaining a customer-first mindset.
  • Ability to recognize when a customer needs assistance and proactively offer help before issues escalate.
  • Familiarity with using customer data, usage reports, or health indicators to guide outreach and prioritization.
  • Solid understanding of core product functionality, with the ability to answer common customer questions and explain features at a high level.
  • Good judgment around escalation, knowing when to involve internal teams rather than attempting to resolve issues independently.
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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft skills
strong written communicationstrong verbal communicationhighly organizeddependablecustomer-first mindsetproactive assistancegood judgmentability to manage multiple interactionsclear communicationability to follow defined processes