Customer Success Manager

📋 Description

• • Own the end-to-end success of a portfolio of Fortune 500 customers using FORM’s GoSpotCheck platform, acting as their strategic advisor from onboarding kickoff through every renewal and expansion.
• • Guide new customers through a structured 30-60-90-day onboarding plan: lead discovery workshops, translate business objectives into platform configuration, configure surveys & tasks, and ensure clean data migration so teams can hit the ground running.
• • Deliver high-impact, role-based training sessions for field reps, market managers, and HQ analysts—both live and via recorded assets—so every user becomes self-sufficient and excited about the product.
• • Dive deep into customer data—SQL queries, Excel models, and FORM dashboards—to uncover trends in display compliance, goal attainment, and photo-reporting quality, then package insights into quarterly Executive Business Reviews that prove ROI and secure executive buy-in.
• • Proactively identify at-risk accounts through health-scoring and usage analytics; craft data-backed success plans that rescue renewals and create upsell opportunities worth six- and seven-figure ARR.
• • Serve as the voice of the customer inside FORM: distill feedback into clear product requirements for Engineering, surface expansion use-cases to Sales, and collaborate with Marketing to turn wins into case studies that fuel our growth engine.
• • Provide white-glove “managed services” for customers who need extra bandwidth—build new audits, update logic, and maintain data integrity—either directly or by orchestrating our CS Operations team.
• • Champion adoption best practices across your book of business: design incentive programs, craft SOPs, and run monthly “power-user” forums that keep engagement high and churn near zero.
• • Partner closely with Sales during pre-sales handoffs to set realistic expectations, then transition seamlessly into post-sales delivery without any dropped balls or scope creep.
• • Maintain an accurate 120-day forecast of renewals, expansions, and risks in Salesforce; present pipeline reviews to leadership and negotiate commercial terms that protect gross retention and grow net revenue.
• • Travel up to 20 % for onsite strategic planning sessions, trade shows, and “ride-alongs” with field teams—experiencing their day-to-day challenges first-hand so your recommendations hit the mark.
• • Contribute to the CS playbook: author knowledge-base articles, record Loom videos, and refine templates that scale our impact across the entire Customer Success organization.
• • Stay ahead of industry trends—especially in beer, wine & spirits, consumer goods, and retail—so you can speak the customer’s language and position FORM as the innovation partner that keeps them competitive.
• • Celebrate wins loudly: when a customer hits 95 % display compliance or saves 2,000 field hours, you’ll spotlight their success in Slack, newsletters, and LinkedIn posts that amplify FORM’s brand.
• • Ultimately, you will turn satisfied customers into passionate advocates, ensuring that every renewal feels inevitable and every expansion feels obvious.