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About the role
- Customer Success Manager responsible for managing the customer lifecycle at Formations. Assisting self-employed individuals with financial management and ensuring a positive onboarding and experience journey.
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.
Requirements
- 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.
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.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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