Formstack

Customer Success Manager

• Oversee onboarding and ensure successful implementation for new accounts.
• Guide existing accounts to maximize value and efficiency with Intellistack’s platform.
• Monitor account health, proactively identifying risk and opportunity.
• Develop success plans and business reviews that align with customer goals.
• Build consultative relationships with executive sponsors and stakeholders.
• Drive adoption, license utilization, and identify expansion opportunities.
• Act as a customer advocate internally across Product, Sales, Engineering, and more.
• Lead strategic check-ins and Adoption Reviews to drive customer alignment.
• Educate customers on available resources like training, certifications, and webinars.
• Partner with Sales to support retention and contract cycles.
• Manage renewals in accounts that are assigned.
• Maintain accurate data on all interactions using Salesforce and other tools.
• Meet account performance objectives including churn reduction and upsell targets.

• Own the overall strategy, performance, and outcomes of the Customer Success organization, driving retention, growth, and customer value.
• Lead, develop, and scale Customer Success Managers, setting clear expectations and career paths.
• Establish and optimize scalable Customer Success processes, operating models, onboarding motions, digital touch, and success motions across segments.
• Serve as executive sponsor for strategic and at-risk customers, ensuring strong executive relationships and outcomes.
• Partner with Sales leadership on account strategy, renewals, and expansion alignment.
• Act as the senior voice of the customer, influencing Product and Engineering priorities with data-driven insights.
• Partner with CS Ops / Rev Ops to define KPIs, forecasting, reporting, and CRM best practices.
• Use data and customer insights to identify trends, mitigate risk, and continuously improve customer experience.

Customer Success Manager

Director, Customer Success