[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. FORM is a company that empowers leading Consumer Goods, food & beverage, and retail brands to maximize the value of their GoSpotCheck field execution platform. As a Customer Success Manager, you will guide customers from kick-off to go-live, deliver training, and build relationships while driving the adoption of AI capabilities and ensuring customer satisfaction.ResponsibilitiesWe’ll empower our customers to own and expand their use of GoSpotCheckWe’ll provide thoughtful GoSpotCheck solutions and recommendations to help resolve new and existing customer pain pointsWe’ll provide customer training on the GoSpotCheck platform and consultation to help the customer maximize their use of the solution and minimize platform pain points/short comingsWe’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 solutionWe’ll consistently communicate our strategic value and demonstrate GoSpotCheck’s ROI for our customers throughout their lifecycleWe’ll manage competing priorities across a dynamic book of business; your ability to triage, focus on the highest-impact work, and execute with urgency is what will set you apartThrough Executive Business Reviews, Strategic Planning sessions, and day-to-day communication, we’ll reinforce the value our customers receive from GoSpotCheckWe’ll retain and grow our portfolio organically; thanks to the solid foundation you’ve established for your accountsWe’ll be accountable for portfolio health: tracking customer health scores, NRR (Net Revenue Retention), and GRR (Gross Revenue Retention) to proactively identify risk and expansion opportunities before they surface in a renewal conversationSkills2-3 years' experience managing B2B customersExperience managing Enterprise customers and/or portfolio of $2M ARR or moreComfortable working directly with executives and senior-level managementManaged simultaneous projects in a customer-facing role where you were directly accountable for delivering data-driven resultsLove data and may have been a data analyst in a past lifeCan explain relational database conceptsAdvanced Excel skillsHave written a SQL query or two over the yearsExceptional written communication: concise, persuasive, and empatheticExceptional verbal communication: clear, on-point, and confidentProven track record of building successful relationships with customersHistory of retaining and growing your customer portfolioAbility to prioritize and focus on what is importantLook forward to collaborating and building relationships with many other teams throughout the companyCurious about AI and comfortable helping customers adopt new technologyCompleted a bachelor's degreeAppreciate and align with company valuesExperience in Image Recognition (IR) or AI/Deep LearningBonus points if you've worked with SalesforceBonus points if you have experience explaining AI-driven features like image recognition or automated compliance scoring to non-technical stakeholdersBenefitsRemote-first work environment.Generous medical, dental, and vision insurance coverage.Company-paid life and disability insurance.401(k) retirement plan available.Paid parental leave.Flexible vacation policy – take the time you need when you need it.Company-provided work equipment.Opportunities for internal growth and career development.This is a full-time W-2 position.Company OverviewFORM, the makers of the award-winning market execution software GoSpotCheck and FORM OpX, and Trax, the industry-recognized global pioneer of Image Recognition, delivering AI-powered shelf-level insights that help brands and retailers improve execution, availability, and growth in the physical store, have merged. It was founded in 2002, and is headquartered in Braintree, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://form.com/.