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Customer Success Manager

| Colorado Springs

Formstack, the most flexible and powerful form building application, is looking for a Customer Success Manager to add to our Customer Success Team.

Formstack is a 12 year old company with its roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a remote work environment that is flexible and provides great freedom for those who can perform; however, we are ideally looking for someone in or around Colorado Springs for this role. 

Who You Are:

Formstack is looking for a world-class Customer Success Manager that can make a direct connection between a user’s goals and how our solution is implemented. This involves determining the appropriate use cases, showing how our product drives key processes for the client and ultimately driving major business outcomes for your customers.

What You'll Do:

As a Customer Success Manager, you will be responsible for everything about your portfolio of customers after the initial sale. You’ll educate established customers about new functionalities, best practices, industry developments and otherwise increase the value Formstack delivers to their organization. You will develop a deep understanding of customer engagement and the Formstack platform so as to create and evolve best practices around the technology.

How You'll Succeed:

  • Oversee the on-boarding of new accounts and ensure successful implementations.
  • Work with existing accounts to make sure they are utilizing Formstack most efficiently and properly.
  • Track & monitor account statuses and identify areas of concern.
  • Develop application notes to help customers understand actions they need to take to achieve success.
  • Strategize, conceive and execute internal processes to streamline and scale customer-success work.
  • Identify areas for improvement not only in our products and services, but also in the Customer Success function as a whole. Communicate internally with relevant stakeholders in sales, marketing, product and engineering to make your customer’s lives better. 
  • Develop trusted advisor relationships with customer executive sponsors and key stakeholders, to ensure Formstack activities are closely aligned with the customer's business case and business strategy, allowing the full potential of their Formstack solution to be realized.
  • Ultimate responsibility for the customer's renewal and for expansion of the platform. You promote maximum value from their investment in Formstack, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.
  • Engage regularly with customers via Adoption meetings and Strategic Business Review meetings to identify needs and stay strategically aligned.
  • Coach customers to ensure they are leveraging all available Formstack resources e.g. Help & Training, User Groups, webinars, etc.
  • Serve as a customer advocate in driving industry best practices and the evolution of Formstack products and services, which are integral to the customer's success.
  • Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
  • Coordinate with other Formstack teams including, management, sales, support, professional services, marketing, and product management and development, in order to meet account performance objectives and customers’ expectations.
  • Possess a comprehensive understanding of Formstack solutions in order to serve as a product subject matter expert (SME) to demo, train and influence cross-sell/upsell opportunities.
  • Meets assigned targets and strategic objectives in assigned accounts (ie. Churn & Upgrades).
  • Maintain accurate information of all customer interactions and customer intelligence data using Salesforce.com or any other CRM application used by Formstack.

What We Are Looking For:

  • At least 2 years experience as a Customer Success Manager in a software company
  • Strong knowledge of online software (SaaS) products and services, broadly defined
  • Experience in Product Management, Consulting, Data Analysis, or Financial Analysis AND the ability to work with, connect to, and influence people
  • Great communication, account management, project management and problem-solving skills
  • Strong writer and speaker – documents, presentations, webinars and events
  • Organized and systematic with great attention to detail
  • Able & willing to travel periodically as the job requires

What Formstack Offers:

  • 100% covered Medical Insurance, as well as company-paid Dental, Vision, Disability and Life Insurance Benefits for full-time employees.
  • Unlimited PTO for all employees
  • 401k with matching company contribution for full-time employees
  • The most up-to-date technology, including company-issued Macs, the latest software and other tools needed to excel at your job
  • Company-paid conferences and extended learning
  • Yearly company gatherings
Read Full Job Description

Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SalesforceLanguages
    • force.comLanguages
    • MySQLDatabases

Location

Our office is right in the heart of downtown on Tejon Street. If you like trendy coffee shops, great shops, and restaurants, this is the area!

What are Formstack Perks + Benefits

Formstack Benefits Overview

Formstack offers Unlimited PTO, 100% Medical (Employee+Family) Benefits, 4 Days of VTO, sabbatical at 5 years, 401(k) match, brand new MacBook Pros to all new employees, remote working, two company retreats a year, conference reimbursements, 2 days off a year for Learning and development, and yearly merit increases!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Formstack offers a medical FSA as well as a Dependent Care FSA!
Dental Benefits
Vision Benefits
Health Insurance Benefits
Formstack covers 100% of our Core HSA Medical plan for Employee+Family. We will contribute $500/year for an individual plan and $1000/year for a family HSA plan.
Life Insurance
Formstack offers life insurance 2.5x of an annual salary for the duration of employment.
Retirement & Stock Options Benefits
401(K)
At Formstack you are eligible for our 401(k) plan starting immediately!
401(K) Matching
Formstack will match up to 6% of your contributions into you 401(k) plan!
Performance Bonus
Formstack offers yearly merit increases as well as small bonuses or gifts depending on company and individual performances.
Child Care & Parental Leave Benefits
Generous Parental Leave
We recently altered our parental leave. Primary care givers get 12 weeks of paid leave and secondary caregivers get 2 weeks of paid leave.
Remote Work Program
Formstack is proud to be a vastly remote organization. The benefit of our physical locations is that it provides space for folks to gather and collaborate. Typically in Colorado Springs, once a week.
Vacation & Time Off Benefits
Unlimited Vacation Policy
At Formstack, time off is essential to get a refresh and come back renewed. With our unlimited PTO policy, take those days off as long as you give us two-weeks notice and pending manager approval :)
Paid Volunteer Time
4 days off a year for paid Volunteer Time Off. We encourage even more time off to volunteer if that is for you! Also, we coordinate events in all our locations for you!
Sabbatical
Formstack offers a 4 week sabbatical once you hit 5 years of employment. All we ask is that you learn something outside your day to day life!
Paid Holidays
Formstack offers 9 paid major holidays off a year!
Paid Sick Days
Perks & Discounts
Casual Dress
Working from home, it is difficult to enforce a dress code! If you do forget to get outta your pajamas and head into the office, that is cool with us!
Company Outings
We have two company outings a year! One being All Hands where the whole company gathers and then Small Hands where each department gets together for a week or so.
Game Room
Ping pong, chill area, TVs! ALL YOU COULD WANT!
Stocked Kitchen
Thirsty, hungry, feeling that beer-thirty feeling....head to kitchen and grab yourself something!
Some Meals Provided
Fridays, random days, special events...we'll get you fed!
Happy Hours
Professional Development Benefits
Job Training & Conferences
We offer 2 days off a year for continued learning and development. If you want to follow some of our 5 guided learning paths, do so! You will receive access to Udemy and we reimburse conferences!
Diversity Program
Formstack is proud to be a diverse and inclusive work place. Whether it is trainings, groups, hiring efforts, or presentations at company retreats, we are proudly a diverse workforce!
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