Forma

Customer Success Manager

Forma

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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.

Requirements

  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successaccount managementbusiness developmentproblem-solvingtime management
Soft Skills
interpersonal skillscommunication skillsrelationship buildingcollaborationorganizational skillsproactive approachcustomer-centric mindsetempathy