01Overview
Note: The job is a remote job and is open to candidates in USA. Formations is a Seattle-based startup reimagining financial management for self-employed professionals. As a Customer Success Manager, you will manage a portfolio of clients, providing proactive support and guidance on tax and business operations to ensure their long-term success and satisfaction.ResponsibilitiesOwn a portfolio of customers throughout their lifecycle with a focus on retention, health, long-term success, and expansionServe as the primary point of contact and trusted advisor after onboarding completionIdentify at-risk customers proactively and work toward resolution before it becomes a problemSpot and pursue upsell and cross-sell opportunities rooted in customer need, not quotaHelp customers navigate payroll requirements, estimated taxes, bookkeeping responsibilities, and S Corporation complianceConduct quarterly business reviews, renewal conversations, and value-driven account check-insEducate customers on how Formations works end-to-end and why it matters to their financial healthBuild strong relationships through proactive communication and strategic guidance not just reactive supportRespond to customer inquiries within established service-level expectationsGather customer feedback and advocate for their needs cross-functionallyPartner with tax, payroll, bookkeeping, and operations teams to support customer outcomesUtilize HubSpot to manage engagement, follow-up, account health, and expansion trackingMaintain accurate documentation and complete workflows in a timely, organized mannerSkills2+ years in one or more of the following: tax preparation or tax operations, payroll administration or payroll compliance, bookkeeping or accounting operations, financial operations supporting small businesses or self-employed individuals2+ years in Customer Success, Account Management, Customer Experience, Project Management, or a comparable customer-facing roleExperience working directly with customers in an advisory or consultative capacityComfortable using technology platforms and learning new systems quicklyStrong understanding of S Corporations, small business tax strategy, and ongoing client relationship managementConsultative problem-solver who can simplify complex financial concepts into clear next stepsProactive and organized you manage a large book without letting anything fall through the cracksStrong written and verbal communication; equally effective in email, phone, and videoCustomer advocate who can also hold the line on business objectivesNaturally curious, resourceful, and adaptable in a fast-moving environmentCRM experience preferred HubSpot familiarity is a plusFamiliarity with tools like Xero, QBO, Gusto, or similar platforms is a bonusExperience in a startup, fintech, accounting, payroll, or financial services environment is a plusBenefitsWe go above and beyond in our commitment to our staff's health, well-being, and happiness by also offering flexible paid time away from workFull Medical, dental visionGenerous parental leaveLife insurance401K plan including employer matching. Plan matches 100% of an employee's contributions up to 4% of their annual base salary, with immediate vesting for matched contributions.Equity- Formations offer every EE to be an owner. As such we grant every new hire an equity package our very generous equity plan is vested over standard 4 yearsFormations encourages employees to give back with paid volunteer time of up to 16 hours a year.Adopting a flexible-hybrid approach means that there isn't a one-size-fits-all solution but rather a highly adjustable and personal model that can take various shapes and formsPositive and collaborative cultureOpportunity to influence the shape of the companyCompany OverviewFormations is a financial service company that delivers financial management solutions for full-time self-employed. It was founded in 2019, and is headquartered in Kirkland, Washington, USA, with a workforce of 51-200 employees. Its website is https://formationscorp.com/.
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