Job Overview
Location
United States
Job Type
Full-time
Category
Customer Success
Date Posted
March 18, 2026
Full Job Description
đź“‹ Description
- • As a Customer Success Manager at Forma Inc., you will be responsible for ensuring the success and satisfaction of a portfolio of 30+ commercial and enterprise accounts, playing a pivotal role in helping companies maximize the value of their flexible benefits programs while reducing administrative burden on HR teams.
- • You will serve as the primary point of contact for customers, building strong, lasting relationships by understanding their unique needs and objectives, and guiding them to leverage Forma’s platform—including Lifestyle Spending Accounts, Health Spending Accounts, HRAs, FSAs, and more—to design customized, inclusive benefits solutions that drive engagement and satisfaction.
- • Your day-to-day responsibilities will include managing account administration such as keeping CRM records current, communicating contract and invoicing updates, and coordinating product changes to ensure seamless customer experiences across the lifecycle.
- • You will conduct regular business reviews, delivering insights and metrics that track customer success, identify adoption gaps, and uncover opportunities for growth or process improvement, sharing these findings with internal teams to inform product and service enhancements.
- • Collaboration is central to the role: you will work closely with support, operations, and product teams to resolve customer issues, address requests, and advocate for customer needs in product development and service delivery.
- • You will gather and analyze customer feedback to identify trends in satisfaction and pain points, translating qualitative and quantitative data into actionable recommendations that improve the overall customer experience.
- • Partnering with the Account Management team, you will ensure smooth handoffs for renewals and expansion opportunities by providing qualified leads and contextual insights that support growth initiatives.
- • You will drive product adoption by educating customers on underutilized features and best practices, helping them achieve their benefits goals through effective use of the Forma Store, Forma Visa Card, and reimbursement processes backed by world-class member support.
- • As a team player, you will actively participate in team meetings, training sessions, and cross-functional initiatives aimed at improving customer success efficiency and delivering an exceptional, consistent experience across all customer touchpoints.
- • In this role, you will develop deep expertise in flexible benefits administration, customer lifecycle management, and SaaS-based customer success strategies, positioning yourself for growth into senior customer success, account management, or leadership roles within the HR tech space.
- • You will have the opportunity to make a measurable impact on customer outcomes—contributing to Forma’s industry-leading 75 NPS and 98 CSAT scores—while working with innovative companies like Stripe, Zoom, Lululemon, and Affirm to redefine how employee benefits are delivered and experienced.
🎯 Requirements
- • 2-5 years of experience in customer success, account management, business development, or a related customer-facing role
- • Strong interpersonal and communication skills with the ability to build rapport and trust with diverse customer stakeholders
- • Excellent problem-solving abilities and a proactive approach to addressing customer needs and deescalating challenging situations
- • Highly organized with strong time management skills and the ability to manage multiple accounts and priorities simultaneously
- • Familiarity with Salesforce or other customer success tools is a plus
- • A customer-centric mindset with a passion for delivering exceptional customer experiences
🏖️ 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
Skills & Technologies
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.
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