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Formations · 3 days ago

Customer Success Manager (Kirkland, WA Hybrid)

Kirkland, WA

Full-time

Hybrid

Entry Level

$68K/yr - $75K/yr

2+ years exp

Formations is a Seattle-based startup reimagining financial management for self-employed professionals. The Customer Success Manager (CSM) will act as a trusted advisor managing the full customer lifecycle, including onboarding, adoption, and renewals, while ensuring an excellent customer experience.

FinanceFinancial Services

Responsibilities

Manage all aspects of customer adoption and lifecycle milestones, including ensuring renewals, identifying opportunities for expansion, and upsell for our customers

Support efforts to mine and develop an understanding of customer feedback and drive the closed-loop process

Help maintain above-industry-average retention rates

Utilize Hubspot (CRM) for managing customer information, customer tasks, and preparing value-based content

Ensure financial health of client while ensuring compliance in all areas

Set expectations, develop and communicate the implementation project timeline, and defines the onboarding process

Advocate customer needs/issues cross-departmentally

Qualification

Customer successCRM experienceProject managementCommunicationDetail-orientedMicrosoft OfficeConsultative approachTeam playerAdaptability

Required

2+ years in customer success, customer experience, project management, account management, or equivalent history in a customer service role

Excellent customer management and project management abilities

Impeccable written and verbal communication skills

Detail-oriented and analytical

Strong team player; thrives in a multi-tasking environment and can adjust priorities on the fly

Experience with Microsoft Office Products

Comfortable using and learning new technologies

CRM experience (or something similar) strongly preferred

Preferred

General ledger accounting, including monthly reconciliations of all customer accounts, preparation of regular state excise filings, management of payroll, and annual closure of the books for tax preparation

Current accounting and payroll technology and stay on top of the industry's rapid changes

Benefits

Full Medical, dental vision

Generous parental leave

Life insurance

401K plan including employer matching. Plan matches 100% of an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.

Equity- Formations offer every EE to be an owner. As such we grant every new hire an equity package our very generous equity plan is vested over standard 4 years

Formations encourages employees to give back with paid volunteer time of up to 16 hours a year.

Adopting a flexible-hybrid approach means that there isn't a one-size-fits-all solution but rather a highly adjustable and personal model that can take various shapes and forms

Positive and collaborative culture

Opportunity to influence the shape of the company