Customer Success Associate

About Forma

The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.

Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team.

Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members.

Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.”

About the role

The Customer Success Associate (CSA) supports our standard customer segment through proactive, scalable engagement designed to drive adoption, satisfaction, and retention. This role operates within established playbooks and programs, focusing on customer health monitoring, timely follow-up, and coordinated support across internal teams.

The CSA is responsible for supporting customer renewals in an auto-renewal model, with significant guidance and partnership from their manager and Customer Experience (CX) leadership.

You Will

• Provide ongoing support to a portfolio of standard customers, serving as a consistent point of contact to help customers adopt core product features and achieve early success.

• Execute proactive, scalable customer engagement programs, including scheduled check-ins, adoption reminders, webinars, group trainings, and mass email campaigns in partnership with the Customer Education team.

• Monitor customer health indicators, usage trends, and engagement signals to identify customers who may need additional outreach or support.

• Proactively reach out to customers showing early signs of disengagement or confusion, using defined playbooks and guidance.

• Respond to customer inquiries in a timely and organized manner, ensuring follow-ups are completed and no requests are left unresolved.

• Provide basic product guidance and troubleshooting for common questions, and coordinate with Support, Product, or other internal teams when escalation is required.

• Keep customers informed on the status of open questions, requests, or issues, communicating clearly and setting appropriate expectations around next steps and timelines.

• Support customer renewals in an auto-renewal model, including outreach, coordination, and issue resolution, with ongoing guidance from management and CX leadership.

• Identify and surface potential expansion or cross-sell opportunities based on customer needs and product usage, partnering with Account Management for execution.

• Share recurring customer feedback, trends, and insights with internal teams to help improve the customer experience and inform product and process improvements.

• Collaborate closely with Support, Operations, Education, Implementation, and Product teams to help scale and refine our standard customer success approach.

Preferred Skills

• 2 - 3 years of experience in a customer facing role

• Strong written and verbal communication skills, with the ability to send clear, concise, and customer-friendly messages.

• Highly organized and dependable, with the ability to manage multiple customer interactions and follow-ups simultaneously.

• Comfortable working within defined processes, playbooks, and guidance while maintaining a customer-first mindset.

• Ability to recognize when a customer needs assistance and proactively offer help before issues escalate.

• Familiarity with using customer data, usage reports, or health indicators to guide outreach and prioritization.

• Solid understanding of core product functionality, with the ability to answer common customer questions and explain features at a high level.

• Good judgment around escalation, knowing when to involve internal teams rather than attempting to resolve issues independently.
  

Benefits and Perks

• 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

At Forma, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Duties and responsibility may not all be covered in the description or may change over time at the discretion of Forma. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Forma, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us!