Customer Success Associate, 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 - 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
- You're encouraged to apply even if your experience doesn't precisely match the job description
What the job involves
- The Customer Success Associate (CSA) supports our standard customer segment through proactive, scalable engagement designed to drive adoption, satisfaction, and retention
- This role operates within established playbooks and programs, focusing on customer health monitoring, timely follow-up, and coordinated support across internal teams
- The CSA is responsible for supporting customer renewals in an auto-renewal model, with significant guidance and partnership from their manager and Customer Experience (CX) leadership
- 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
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
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