Customer Success Manager, Forma
A modern-day benefits platform
Be an early applicant
A modern-day benefits platform
201-500 employees
Be an early applicant
201-500 employees
Company mission
To give every employee the ability to integrate work and life seamlessly.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Forma is looking to reimagine the employee benefits model. The company helps HR departments select the right benefits, and by leveraging its vendor network, also offer these at a more affordable cost. Forma then also helps employees make smarter, more transparent decisions regarding their health and wellness work benefits.
With generations X and Z dominating the workforce, benefits expectations are rapidly changing. Add to that the upheaval of employee expectations precipitated by the switch to hybrid workforces, and many HR departments have struggled to keep pace with the rate of change. Unused benefits, and enquiries from under-informed employees, eat up both time and resources that undermine the efficiency and credibility of a businesses’ benefits program. Therefore, Forma's solution to this should be appealing for employers and employees alike.
Testament to the efficacy of its model, Forma was only founded in 2017 as Twic, and already boasts the likes of Zoom, Stripe, and DataDog among its customers. With the nature of modern workforces still in flux, Forma look well-placed to be catering to an adaptive, demanding new benefits landscape.
Steph
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (1 round)
Mar 2022
$40m
SERIES B
Total funding: $40m
Company benefits
- Remote Friendly
- Health Care
- Flexible PTO
- Parental Leave
- Lifestyle Stipend
- Team Building Stipend
- Productivity Stipend
- Career Opportunities
Company HQ
Civic Center, San Francisco, CA
Share this job
View 2 more jobs at Forma