As a Customer Success Manager at FORM MarketX, you will advocate for, consult with, and empower our customers to make the most of the FORM MarketX platform. You’ll be involved with your customers’ onboarding experience from kick-off to go-live, provide training and support to new client-users, and encourage adoption and engagement throughout the customer lifecycle. You’ll get your hands dirty, diving into your customers’ data and business rules, and emerging with actionable recommendations on FORM MarketX best practices, configuration, and data integrity. And most importantly, you’ll build authentic and trusting relationships with key stakeholders in your portfolio, reinforcing the value of our partnership today and in the years to come.

What We’ll Achieve

    • We’ll empower our customers to own and expand their use of FORM MarketX.
    • We’ll provide thoughtful FORM MarketX solutions and recommendations to help resolve new and existing customer pain points.
    • We’ll provide customer training on the FORM MarketX platform and consultation to help the customer maximize their use of the solution and minimize platform pain points/short comings.
    • We’ll provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in administration and management of their platform solution.
    • We’ll consistently communicate our value and demonstrate FORM MarketX’s ROI for our customers throughout their lifecycle.
    • We’ll have more than enough thrown at you from customers, but your ability to prioritize and deliver on the highest value items is what will distinguish your performance.
    • Through Executive Business Reviews, Strategic Planning sessions, and day to day communication, we’ll reinforce the value our customers receive from FORM MarketX.
    • We’ll retain and grow our portfolio organically; thanks to the solid foundation you’ve established for your accounts.

Who You Are

    • You have 2-3 years’ experience managing B2B SaaS customers. Bonus points for managing a customer revenue portfolio of $2M or more.
    • You are comfortable working directly with executives and senior-level management.
    • You’ve managed simultaneous projects in a customer-facing role where you were directly accountable for delivering data-driven results.
    • You love data and may have been a data analyst in a past life. You can explain relational database concepts, have advanced Excel skills and have even written a SQL query or two over the years.
    • Your written communication is exceptional: concise, persuasive, and empathetic.
    • Your verbal communication is exceptional: clear, on-point and confident.
    • You have a proven track record of building successful relationships with customers, and one or two them would even be willing to serve as a reference.
    • You have a history of retaining and growing you customer portfolio.
    • Having too much work and not enough time doesn’t make you come unglued – You understand how to prioritize and focus on what is important.
    • You look forward to collaborating and building relationships with many other teams throughout the company.
    • You’re ahead of the game if you have experience working in retail and know terms such as end-cap, planogram, point-of-sale, display compliance, brand ambassadors, goal based attainment, etc. Bonus points for having experience within the beer/wine/spirits industry.
    • You have completed a bachelor’s degree. Bonus points for anything beyond that!
    • You appreciate and align with our company values.

Total Compensation

    • The annual compensation for this role is between $70,000-$80,000 based on experience, plus a bonus based on company and team performance objectives
    • 100% employer-paid employee medical, dental, and vision
    • Company paid Life and Disability Insurance
    • Paid Parental Leave
    • Flexible vacation policy – take the time you need when you need it!
    • 100% Remote Work Environment
    • Casual work environment
    • Promotions from within
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