Customer Success Manager

Job Description

forml has grown 13x in ARR in the last 4 months, and that’s only accelerating. Our customer portfolio is exploding, and so are our customers’ needs. In turn, we are looking for a Customer Success Manager to own relationships with a portfolio of forml’s clientele.

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Unlike others in the industry, forml is designed to be flexible, self-improving, and all-encompassing. So is this role. Some days that means leading a business value review with a bank's leadership team. Other days it means digging into details proactively with Product and Engineering. You'll need to be comfortable doing both and much more.

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You’ll be getting close to a portfolio of industry-leading clients. Your goals will include, but are not limited to:

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- Identifying, communicating, and continually driving every way customers can get the most value out of forml (especially given how many product capabilities we offer within lending, with more every week)

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- Driving customer-wide alignment and visibility to ensure forml’s value is understood, communicated, and supported across every relevant stakeholder

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- Creating opportunities to expand forml’s relationship with the customer

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This includes everyone for whom forml makes life easier every single day: from bank C-suite leadership to loan officers, underwriters, operations teams, and sales staff. You’ll also grow to know our team of brilliant engineers inside and out. Knowing who is right for what job is critical.

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We want you to understand our customers’ goals, communicate that vision within forml, and pull in the right people internally to get it done, fast. Most importantly, you'll become someone our customers trust to help grow their lending operations.

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WHAT YOU'LL DO

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- Own customer relationships, from onboarding to implementation, adoption, expansion, and renewal, with accountability for the health and growth of your portfolio.

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- Build and execute success plans that connect product adoption to measurable outcomes, like faster time to decision, higher loan volume, and less manual work.

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- Clearly and quickly communicate customer health, surfacing renewal risk, expansion opportunities, and shifts in sentiment early.

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- Drive customer questions, concerns, and fixes quickly to resolution, partnering with Engineering and Sales to diagnose problems, assign ownership, and keep customers informed.

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- Bring the voice of the customer into forml, turning what you hear into insights that shape our product roadmap and GTM strategy.

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- Help build Customer Success at forml, improving how we onboard, support, and grow customers as we scale.

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- Create customer advocates, identifying opportunities for references, case studies, and testimonials.

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WHAT YOU BRING

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You’re a builder and customer relations expert. You bring commercial instinct, customer empathy, operational rigor, and problem solving in equal parts.

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- 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within SaaS, fintech, or another high-growth technology company.

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- Experience managing a book of customers with renewal and expansion responsibility.

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- A track record of building credibility with senior stakeholders.

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- The ability to connect a customer's business goals to product adoption, retention, and expansion.

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- Strong commercial instincts and comfort developing expansion opportunities.

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- Solid problem-solving skills and the ability to bring structure to ambiguous situations.

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- The range to lead an executive conversation in the morning and troubleshoot a workflow issue that afternoon.

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EVEN BETTER IF YOU HAVE

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- Experience working with banks, credit unions, or commercial and SMB lenders.

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- Familiarity with business lending details and operations.

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- Experience with AI, API-driven, or technically complex products.

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- Experience at an early-stage startup where you helped build the playbook.