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The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.
Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.
Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team.
Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members.
Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.”
< class="h2">About the Role
The Forma Customer Success Manager will engage with our corporate customers to drive Forma adoption and demonstrate ongoing value in the process. You will be responsible for onboarding new customers by engaging executive teams in the launch, driving ongoing adoption, and managing renewals. This role works with the rest of the Forma organization to uncover new ways to empower employees to choose health and wellness options that are right for them and to improve our product.
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When it comes to our product - you will be a specialist in understanding the ins and outs of Forma and how it works with customer accounts. This ensures you can step in at any moment to troubleshoot issues, provide support, and act as an expert to guide our customers in best practices.
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You also get to be the voice of the customer! Our Engineering, Product Management, Marketing, and Sales teams will consult with you to help them build out better processes, programs, and features that keep our customers at the center of the solution.
< class="h2">You Will
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Drive retention and growth among our customers by understanding their business needs and helping them succeed with Forma.
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Enable the successful onboarding of Forma with customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.
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Cross-sell, upsell, or expand customer accounts.
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Ensure customer renewals.
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Maintain a cadence of communicating with customers about their Forma adoption trends, sentiment, and looking for opportunities for deeper engagement with regularly scheduled Business Reviews.
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Identify opportunities for customers to act as Forma advocates (e.g. testimonials, case studies).
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Marshall resources across the Forma org as needed to support customers needs.
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Represent the voice of the customer to inform our sales process and product roadmap.
< class="h2">Preferred Skills
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3+ years in a Customer Success, Relationship Management, Account Management, or similar role.
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Experience working with large enterprise customers.
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Exceptional communication skills, highly organized, collaborative and detail oriented.
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Experience building and maintaining relationships, while working to mitigate churn and drive engagement, renewals, and expansion.
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Empathetic, positive attitude with a desire to help our customers reach their goals.
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BA or BS degree.
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Communication Skills: Strong presentation and PowerPoint/Keynote skills.
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Scrappy and Resourceful: Comfort in a startup environment we move quickly and wear many hats in a dynamic environment.
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Results-driven mentality, with a bias for speed and action.
< class="h2">Benefits and Perks
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Remote-first working environment
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Medical, dental and vision insurance plans
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Employee wellness program
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Home Productivity program
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Team building program
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401(k) savings plan
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Flexible PTO policy
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12 weeks Parental Leave + 4 additional weeks for the Birthing Parent
At Forma, we value ersity, and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Duties and responsibilities may not all be covered in the description, or may change over time at the discretion of Forma. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Forma, we welcome erse perspectives, and people who think rigorously / aren't afraid to challenge assumptions. Join us!
