Forma · 6 hours ago
Customer Success Associate
United States
Full-time
Remote
Entry Level
2+ years expForma is a company focused on transforming the employee benefits market by providing flexible benefits software that enhances employee choice and reduces costs. The Customer Success Associate will support standard customers through proactive engagement, ensuring satisfaction and retention while collaborating with internal teams to enhance the customer experience.
Employee BenefitsEnterprise SoftwareHealth CareWellness
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Remote-first working environment
Medical, dental and vision insurance plans
Employee wellness program
Home Productivity program
Team building program
401(k) savings plan
Flexible PTO policy
12 weeks Parental Leave + 4 additional weeks for the Birthing Parent
Company
Forma
Forma is a modern-day benefits platform that gives employees the freedom to choose health and wellness options that are right for them.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$57.62MKey Investors
Ribbit CapitalEmergence CapitalStripe
2022-03-08Series B· $40M
2020-11-01Series A· $15M
2019-09-01Seed· $2.5M
Leadership Team
Sam Keninger
SVP of Marketing
Recent News
Company data provided by crunchbase