Customer Success Manager

Forma

4d•Remote

About The Position

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.

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.
A customer-centric mindset with a passion for delivering exceptional customer experiences.
Ability to handle and deescalate challenging situations with professionalism and empathy.

Nice To Haves

Familiarity with Salesforce or other customer success tools is a plus.

Responsibilities

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.