Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Support customers from the initial kick-off phase through to go-live.

• Provide hands-on training on the GoSpotCheck platform.

• Promote the adoption of FORM’s AI features, including Image Recognition.

• Analyze customer data alongside business rules.

• Offer actionable insights regarding platform configuration, data integrity, and industry best practices.

• Establish and maintain strong relationships with key stakeholders within the customer portfolio.

• Showcase partnership ROI and position FORM as a vital component of customer operations.

• Assist customers in taking ownership and expanding their usage of GoSpotCheck.

• Propose solutions and recommendations to address customer challenges.

• Consult with customers to enhance solution utilization and mitigate platform limitations.

• Deliver managed services directly or collaborate with the CS Operations team.

• Communicate strategic value during the entire customer lifecycle.

• Manage competing priorities within a dynamic portfolio of accounts.

• Reinforce customer value through Executive Business Reviews, Strategic Planning sessions, and daily interactions.

• Retain and organically expand the customer portfolio.

• Monitor customer health scores, NRR, and GRR to proactively identify risks and opportunities for expansion.

• Collaborate with teams across the organization.

⛳️ Requirements

• 2-3 years of experience in managing B2B customers.

• Experience with Enterprise customers and/or managing a portfolio of $2M ARR or more is advantageous.

• Comfortable engaging directly with executives and senior management.

• Experience handling multiple projects in a customer-facing role with direct responsibility for delivering data-driven outcomes.

• Ability to articulate relational database concepts.

• Proficient in advanced Excel.

• Experience with SQL querying.

• Background in Image Recognition (IR) or AI/Deep Learning is a plus.

• Exceptional written communication skills: clear, persuasive, and empathetic.

• Outstanding verbal communication skills: clear, concise, and confident.

• Proven success in developing strong customer relationships.

• History of retaining and growing a customer portfolio.

• Ability to prioritize and concentrate on high-impact tasks amidst competing demands.

• Willingness to collaborate and foster relationships with teams across the organization.

• Curiosity about AI and willingness to assist customers in adopting new technologies.

• Experience with Salesforce or Claude, or the ability to explain AI-driven features to non-technical stakeholders, is a plus.

• Bachelor’s degree is required.

• Alignment with and appreciation for company values.

• Must be authorized to work in the United States without sponsorship.

• Successful completion of standard employment verification (I-9) and background checks is mandatory.

🏝️ Benefits

• Remote-first work environment.

• Comprehensive medical, dental, and vision insurance coverage.

• Company-funded life and disability insurance.

• 401(k) retirement plan available.

• Paid parental leave.

• Flexible vacation policy – take the time you need when you need it.

• Company-provided work equipment.

• Opportunities for internal advancement and career development.