Customer Success Manager

 GoFormz – San Diego, CA

GoFormz is a San Diego-based startup leading the mobile data capture industry. We empower businesses to replace paper forms with web and mobile-based digital forms that provide global access to the collected data.

As a Customer Success Manager, you will be responsible for managing the relationships with a defined set of GoFormz clients. Your main priorities will be ensuring that the customer gets up and running successfully with our software, that their users love us, and that they grow their use case within GoFormz. In short, you will serve as our Customers’ Trusted Advisor throughout their lifecycle. This is not a direct sales role but your performance will be measured on data points critical to our client’s success including account growth, NPS, renewal and retention rate.

The Details:

• Onboard assigned new Enterprise customers and ensure product adoption. Onboarding can include admin training, end-user training, and working with our professional service department. Onboarding can last anywhere from 30 to 90 days depending on the scope of the Customers’ Use Case.
• Proactively meet with customers on a regular basis based on Product Usage Data. CSMs will work directly with GoFormz Account Managers to measure progress against our customer goals and identify/address any areas for improvement.
• Provide strategic guidance on the product and introduce new features to businesses that would expand customer use cases.
• Ensure renewal for assigned customers in your Book of Business and provide feedback when a customer is not 100% happy with GoFormz
• Identify new expansion opportunities through customer engagements. CSMs will partner with our Account Management team to provide visibility to customer status and insight into expansion opportunities.

The Requirements:

• 2+ years of experience working with a technical SaaS product in a Customer Success or Implementation role
• Experience managing a book of Strategic Enterprise level accounts
• Experience onboarding Strategic Enterprise level accounts
• Experience working on a team with Account Managers and Account Executives to ensure client satisfaction and Renewal
• Experience consulting clients on best practices within a technical product
• Experience presenting and hosting QBRs with senior and executive-level customers

Nice to have…

• Experience in the construction software industry
• Start up experience
• Intermediate understanding of Salesforce
• Basic experience using Intercom
• Experience in a Technical Support role

The Benefits:

• Compensation range: $88,000- $110,000 annually plus performance bonus.
• Additional Quarterly Bonus to be awarded based on clearly defined targets.
• Employee medical and dental paid by the company; you just cover vision.
• 4 weeks (160 hours) accrued paid vacation in your first year.
• Options to work from home or from our vibrant office in downtown San Diego where we provide complimentary parking or a monthly MTS pass.
• We care about your physical health. Our office is equipped with automatic sit/stand desks, plus you’ll get a company-paid membership to the Broadway Athletic and Swim Club located in the same building.
• Everyone has the best hardware for doing their particular job. You tell us what that is.
• We have a fantastic team that gets stuff done and is fun to work with!
• The environment is fast-paced, so you will see the results of your work immediately.
• You will have plenty of opportunities to use and learn cutting-edge technologies.

About GoFormz, Inc.

GoFormz is the leading digital forms solution for businesses of any size and industry to digitize their forms and related processes, resulting in significant savings and more productive operations. GoFormz’s Cloud-based platform allows users to create, customize, and manage digital forms. These forms can capture information, automate workflows, and improve business workstreams. Users can create electronic versions of their existing paper forms and documents making it easier to gather and analyze data digitally. GoFormz is backed by leading venture capital firms, including Cloud Apps Capital Partners, Glynn Capital, and Shasta Ventures.

GoFormz, Inc is an Equal Employment Opportunity employer. Please no H-1B applicants at this time.