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Client Success Specialist

2 months ago

Denver, Colorado, United States Formstack Full time

Key Responsibilities:


As a Customer Success Manager, you will oversee the ongoing relationship with your designated clients following the initial sale.

Your role will involve educating existing clients about new features, best practices, and industry trends to enhance the value that Formstack provides to their organizations.

You will cultivate a thorough understanding of customer interactions and the Formstack platform to develop and refine best practices surrounding the technology.

Success Factors:

  • Manage the onboarding process for new clients and ensure effective implementations.
  • Collaborate with current clients to guarantee they are utilizing Formstack efficiently and effectively.
  • Monitor account health and pinpoint areas needing attention.
  • Create success plans to guide clients on the necessary actions to achieve their goals and realize value.
  • Identify opportunities for enhancement in both our offerings and the Customer Success department as a whole. Communicate internally with key stakeholders in sales, marketing, product, and engineering to improve client experiences.
  • Establish a consultative relationship with client executives and key stakeholders to ensure that Formstack's initiatives align with their business objectives, maximizing the potential of their Formstack solutions.
  • Advocate for clients to maximize their investment in Formstack, ensuring full utilization of their licenses, identifying new opportunities, and working with sales teams to achieve growth.
  • Regularly engage with clients through Adoption and Strategic Business Review meetings to understand their needs and maintain strategic alignment.
  • Guide clients in leveraging all available Formstack resources, including Help & Training, Certification, Community, and webinars.
  • Act as a client advocate in promoting industry best practices and the evolution of Formstack products and services, which are essential to client success.
  • Collaborate with the Renewals Manager and Account Executive to ensure successful transitions into the contract renewal phase and support the renewal process to reduce client attrition.
  • Coordinate with various Formstack teams, including management, sales, support, professional services, marketing, and product management, to meet account performance goals and client expectations.
  • Maintain a comprehensive understanding of Formstack solutions to serve as a product subject matter expert (SME) for demonstrations, training, and influencing cross-sell/upsell opportunities.
  • Achieve assigned targets and strategic objectives within designated accounts (e.g., Churn & Upgrades).
  • Develop and implement proactive strategies to mitigate risks, identify potential churn signals, address client concerns, and enhance retention.
  • Keep accurate records of all client interactions and customer intelligence data using any CRM application utilized by Formstack.
Qualifications:

  • Proficiency in written and spoken English.
  • Minimum of 2 years of experience as a Customer Success Manager in a software environment.
  • Strong understanding of online software (SaaS) products and services.
  • Experience in Product Management, Consulting, Data Analysis, or Financial Analysis, with the ability to connect with and influence others.
  • Excellent communication, account management, project management, and problem-solving skills.
  • Strong writing and speaking abilities for documents, presentations, webinars, and events.
  • Highly organized and systematic with a keen attention to detail.
  • Willingness to travel as required by the role.
$70,000 - $75,000 a year