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Client Success Strategist

2 months ago

Denver, Colorado, United States Formstack Full time

Key Responsibilities:


As a Client Success Strategist, you will oversee the entire lifecycle of your assigned customer accounts following the initial transaction.

Your role will involve educating current clients on new features, optimal practices, industry trends, and enhancing the overall value that Formstack brings to their organization.

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


Success Factors:
Manage the onboarding process for new clients and ensure effective implementations.
Collaborate with existing clients to guarantee they are utilizing Formstack in the most effective manner.
Monitor account health and pinpoint areas needing attention.

Create success plans that guide customers on the necessary actions to achieve their goals, driving outcomes and value realization.

Identify opportunities for enhancement not only in our offerings but also within the Customer Success department as a whole.

Maintain communication with relevant internal teams in sales, marketing, product, and engineering to improve customer experiences.

Establish a consultative relationship with customer executives and key stakeholders to ensure that Formstack initiatives align closely with the client's business objectives and strategies, enabling them to fully leverage their Formstack solutions.

Encourage maximum value from their investment in Formstack, ensure utilization of all licenses, identify new opportunities, and work alongside sales teams to achieve growth and expand our presence.

Engage regularly with clients through Adoption and Strategic Business Review meetings to assess needs and maintain strategic alignment.
Guide clients to effectively utilize all available Formstack resources such as Help & Training, Certification, Community, webinars, etc.

Act as a customer advocate, promoting industry best practices and the advancement of Formstack products and services, which are essential to the customer's success.

Collaborate with the Renewals Manager and Account Executive to ensure successful customer transitions into the contract renewal phase and support the renewal process to minimize client attrition.

Coordinate with various Formstack teams including management, sales, support, professional services, marketing, and product management and development to meet account performance goals and customer expectations.

Possess 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 customer concerns, and enhance retention rates.

Maintain accurate records of all customer interactions and intelligence data using the CRM application utilized by Formstack.


Qualifications:
Fluency in written and spoken English is required.
A minimum of 2 years of experience as a Customer Success Manager in a software environment.
Strong understanding of online software (SaaS) products and services, broadly defined.
Experience in Product Management, Consulting, Data Analysis, or Financial Analysis, with the ability to connect with and influence individuals.
Excellent communication, account management, project management, and problem-solving abilities.
Strong writing and speaking skills for documents, presentations, webinars, and events.
Highly organized and systematic with a keen attention to detail.
Willingness to travel periodically as required by the role.

Compensation:
$70,000 - $75,000 annually

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