Customer Success Manager

Trax•Chicago, IL

10d•$75,000 - $85,000•Remote

About The Position

As a Customer Success Manager at FORM, you will be a trusted strategic partner to the world’s leading Consumer Goods, food & beverage, and retail brands—empowering them to unlock the full value of the GoSpotCheck field execution platform. You’ll guide customers from kick-off to go-live, deliver hands-on training, and drive adoption of FORM’s rapidly expanding AI capabilities, including Image Recognition. You’ll dig into your customers’ data and business rules, surfacing actionable recommendations on platform configuration, data integrity, and best practices. Most importantly, you’ll build authentic, lasting relationships with key stakeholders across your portfolio—consistently demonstrating the ROI of our partnership and positioning FORM as an indispensable part of their operations.

Requirements

2-3 years’ experience managing B2B customers.
Comfortable working directly with executives and senior-level management.
Managed simultaneous projects in a customer-facing role where you were directly accountable for delivering data-driven results.
Love data and may have been a data analyst in a past life.
Can explain relational database concepts, have advanced Excel skills, and have even written a SQL query or two over the years.
Exceptional written communication: concise, persuasive, and empathetic.
Exceptional verbal communication: clear, on-point, and confident.
Proven track record of building successful relationships with customers.
History of retaining and growing your customer portfolio.
Understand how to prioritize and focus on what is important.
Look forward to collaborating and building relationships with many other teams throughout the company.
Curious about AI and comfortable helping customers adopt new technology.
Completed a bachelor’s degree.
Appreciate and align with company values.

Nice To Haves

Managing Enterprise customers and/or portfolio of $2M ARR or more.
Experience in Image Recognition (IR) or AI/Deep Learning is a huge plus.
Worked with Salesforce, Claude or have experience explaining AI-driven features like image recognition or automated compliance scoring to non-technical stakeholders.

Responsibilities

Empower customers to own and expand their use of GoSpotCheck.
Provide thoughtful GoSpotCheck solutions and recommendations to help resolve new and existing customer pain points.
Provide customer training on the GoSpotCheck platform and consultation to help the customer maximize their use of the solution and minimize platform pain points/short comings.
Provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in administration and management of their platform solution.
Consistently communicate strategic value and demonstrate GoSpotCheck’s ROI for customers throughout their lifecycle.
Manage competing priorities across a dynamic book of business; your ability to triage, focus on the highest-impact work, and execute with urgency is what will set you apart.
Through Executive Business Reviews, Strategic Planning sessions, and day-to-day communication, reinforce the value customers receive from GoSpotCheck.
Retain and grow the portfolio organically; thanks to the solid foundation established for your accounts.
Be accountable for portfolio health: tracking customer health scores, NRR (Net Revenue Retention), and GRR (Gross Revenue Retention) to proactively identify risk and expansion opportunities before they surface in a renewal conversation.