Job Overview
Location
Oregon, USA
Job Type
Full-time
Category
Customer Success
Date Posted
January 16, 2026
Full Job Description
đź“‹ Description
- • Own a portfolio of standard-segment customers and become their trusted guide through every stage of the Forma journey—from post-implementation onboarding to annual renewal—ensuring each client extracts maximum value from flexible benefits accounts like Lifestyle Spending, Health Reimbursement, and Flexible Spending Accounts.
- • Execute high-impact, scalable engagement programs that include monthly check-in cadences, adoption-triggered email sequences, quarterly group webinars, and targeted in-app messages, all designed to lift feature utilization and deepen customer health scores.
- • Monitor real-time dashboards that track enrollment rates, spend velocity, card swipes, and support ticket themes; translate these signals into proactive outreach that prevents churn before it starts and surfaces expansion opportunities for the Account Management team.
- • Serve as the first line of response for inbound questions via email, chat, and in-platform messaging, delivering clear, friendly, and jargon-free answers that resolve 80 % of issues within one business day and escalate complex cases with full context to the Support or Product teams.
- • Drive the auto-renewal motion by preparing renewal packets, confirming upcoming plan years, and collaborating with Finance and Legal to ensure contracts are signed, budgets are locked, and customer expectations are exceeded—resulting in a 98 % retention rate across your book.
- • Partner with Customer Education to co-create bite-sized help articles, two-minute video tutorials, and interactive webinars that demystify IRS rules, claims workflows, and card security best practices, reducing ticket volume and boosting CSAT scores.
- • Champion the customer voice inside Forma by logging feature requests, surfacing UX friction points, and presenting quarterly “voice of the customer” readouts to Product, Engineering, and Leadership, directly influencing the roadmap for the next generation of benefits tools.
- • Collaborate cross-functionally with Implementation to smooth any post-launch turbulence, with Operations to ensure accurate funding and eligibility files, and with Marketing to craft customer stories that showcase measurable ROI and inclusive benefits design.
- • Maintain meticulous CRM hygiene—every touchpoint, health score change, renewal risk flag, and expansion note is captured in Salesforce—so leadership can forecast renewals with confidence and spot macro trends before they become systemic issues.
- • Embrace a test-and-learn mindset by A/B testing subject lines, call scripts, and webinar formats; share winning tactics in weekly CSA stand-ups so the entire team levels up together and our standard-segment playbook evolves faster than the market.
- • Celebrate wins loudly: when a customer hits 90 % adoption in month three, when a new parent maximizes their parental leave wallet, or when a distributed team finally feels included thanks to global Lifestyle Spending Accounts—share those stories in Slack, on the blog, and at all-hands to reinforce our mission of making benefits human.
🎯 Requirements
- • 2–3 years in a customer-facing role (success, support, onboarding, or account coordination) at a high-growth SaaS or fintech company.
- • Demonstrated ability to manage a high-volume portfolio while maintaining 24-hour response SLAs and 95 %+ customer satisfaction.
- • Exceptional written and verbal communication skills—able to distill complex benefits regulations into plain language that a first-time user can act on.
- • Comfort with data: you can interpret usage dashboards, build simple pivot tables, and translate metrics into actionable outreach without waiting for an analyst.
- • Familiarity with CRM and CS tools such as Salesforce, Zendesk, ChurnZero, or Pendo; quick to learn new systems and eager to suggest workflow improvements.
🏖️ Benefits
- • Remote-first culture with a $1,000 Home Productivity stipend to build your ideal workspace and annual team off-sites in exciting locations.
- • 100 % employer-paid medical, dental, and vision insurance plus an Employee Wellness Program that reimburses gym memberships, therapy apps, and mindfulness retreats.
- • 401(k) with immediate eligibility and 4 % company match, plus flexible PTO that actually gets used—no guilt, no blackout dates.
- • 12 weeks of fully paid Parental Leave for all new parents, plus an additional 4 weeks for birthing parents, and a gradual return-to-work ramp to ease the transition.
Skills & Technologies
Junior
Remote
About Forma Inc.
Forma Inc. revolutionizes employee benefits with its flexible spending accounts platform, encompassing Lifestyle Spending Accounts (LSAs), pre-tax accounts, and Health Reimbursement Arrangements (HRAs). Serving employers, Forma empowers companies to offer customizable benefits through a consumer-grade UI, a curated Forma Store, and a convenient Forma Visa Card, while simplifying claims administration. The platform is designed to be global and equitable, enabling organizations to adapt benefits to individual employee needs worldwide. A significant testament to its capabilities is the successful implementation of Microsoft's global LSA strategy, supporting 220,000 employees across over 100 countries, setting a new standard for global employee wellness programs. Forma helps businesses save budget while enhancing benefits for their workforce.
