Customer Success Associate
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Associate supporting customer engagement initiatives at Forma providing flexible benefits software. Responsible for customer support, health monitoring, and collaboration with internal teams.
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.
Requirements:
- 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
Similar Jobs
Customer Success Manager
Customer Success Manager responsible for managing client relationships and ensuring successful product adoption at Collage Group. Focusing on enhancing client value through insights and data-driven strategies while collaborating across teams.
Customer Success Manager
Customer Success Manager focusing on federal agency clients. Overseeing account success, project delivery, and team collaboration in a fully remote role.
Customer Success Specialist
Customer Success Journey & Programs Specialist responsible for designing customer journey frameworks for Verint. Collaborating cross-functionally to enhance customer success strategies and resources.
Customer Success Manager – Growth
Customer Success Manager driving adoption and renewal revenue with Varicent's SaaS solutions for the Growth segment. Collaborating with customers to enhance their experience and become advocates for the company.
Regional Revenue Success Manager
Regional Revenue Success Manager at Exely optimizing hotel revenue through consultancy and account management. Focused on client relationships and driving business growth in the hospitality sector.
Defined Contribution Client Success Manager
DC Client Success Manager overseeing daily operational performance for assigned clients while collaborating with support teams in a virtual setting.
Senior Customer Engagement Specialist
Senior Customer Engagement Specialist at aytm delivering project support to clients while enhancing their self-sufficiency. Join a vibrant team committed to empathy and growth in a fully remote work environment.
Client Success Manager
Customer Success Manager working remotely to enhance client satisfaction for WRS Health's integrated cloud-based EHR solutions. Engaging with clients to maximize their use of our services.
Director of Customer Success
Director of Customer Success overseeing Fortune 500 relationships, focusing on scaling success and enterprise growth at OSARO.
Customer Success Manager
Customer Success Manager managing partner onboarding and support for digital health solutions. Ensuring smooth implementation and long-term satisfaction of partners with MDI's telehealth infrastructure.
Client Success Consultant – Assistant Solutions
Client Success Consultant for BELAY fostering client relationships and ensuring service delivery. Responsible for client satisfaction and upselling opportunities in a remote setting.
Customer Success Representative
Customer Success Representative ensuring excellent service for all auto finance inquiries via phone, email, and text. Documenting interactions and managing communications for customer satisfaction.
Partner Success Manager
Partner Success Manager at StarRez managing strategic partner relationships. Focus on operational excellence and mutual value creation through data-driven insights.
Customer Success Manager
Customer Success Manager overseeing client relationships in digital media adtech. Driving adoption of Adelaide's measurement and ensuring seamless campaign execution with a focus on client insights.
Team Lead – HubSpot CRM Consultant
(Team Lead/Senior) CRM Consultant at MAI Marketing Automation Intelligence, leading projects in marketing automation and optimizing customer journeys. Join a dynamic agency focusing on digital transformation.
CRM/Lead Coordinator
CRM/Lead Coordinator managing inbound inquiries and nurturing leads for assisted living. Providing a seamless experience from first contact through move-in for families.
Vice President, Client Success – Technology
VP of Client Success leading technology client portfolios at TTEC. Nurturing client relationships and driving business growth in the customer experience industry.
Senior Customer Success Manager
Senior Customer Success Manager driving adoption for Rentvine's property management software. Partnering with sales to ensure customers leverage the platform for long-term success.
Head of Customer Success and Operations
You will lead operational infrastructure and customer success at PeopleJoy, building systems and processes for high performance. Drive CSAT and revenue retention while developing your team.
Manager, Customer Success
Manager, Customer Success leading a team to shape and scale the Customer Success department for a finance platform. Engaging in both people management and individual contributor roles.