Customer Implementation Manager

About Forma

The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.

Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs–all through a single platform. Employees then have three choices to spend account funds: The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world-class member support team.

Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members.

Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.” 

About the Role:

The Forma Customer Implementation Team exists to build strong, long-term relationships with our clients through a successful new client Implementation. As the first impression of client service, this team sets the tone for the future of the relationship.

As a Customer Implementation Manager, you  will work with clients on sophisticated Implementation processes to help them get the most out of Forma. You will ensure a seamless client transition onto Forma and will have the opportunity to closely partner with almost every internal team in the process. 

You Will:

• Own and lead end-to-end implementation of Forma for new customers, guiding them from post-sales onboarding through successful program launch, including upsell and expansion initiatives for existing clients.
  

• Act as the primary liaison between customers and internal teams, collaborating closely with key stakeholders in HR Benefits, Payroll, HRIS, IT, and Finance to ensure a seamless and effective implementation experience.
  

• Conduct thorough needs assessments to define the scope of implementation projects, translating business requirements into clear, actionable project specifications.
  

• Develop, manage, and maintain detailed project plans, including timelines, milestones, agendas, and client-facing training materials, ensuring alignment across all stakeholders.
  

• Track project progress and deliverables throughout the implementation lifecycle, proactively identifying risks and managing deviations to keep initiatives on schedule and within scope.
  

• Serve as the voice of the customer within Forma, advocating for client needs and feedback while ensuring cross-functional alignment with Product, Engineering, Support, and Customer Success teams.

Preferred Skills:

• 2-5 years experience in  project management, customer success or related role

• Strong project management skills, the ability to manage multiple tasks and responsibilities, and experience working under time constraints is a must

• Demonstrated ability to manage projects from end to end

• Ability to communicate and work across client organizations

• Solutions-oriented team player who takes initiative and is accountable for results

• Attention to detail and the ability to analyze and problem solve

Benefits and Perks

• Remote-first working environment

• Medical, dental and vision insurance plans

• Employee wellness program

• Home Productivity program

• Team building program

• 401(k) savings plan

• Flexible PTO policy

• 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent

At Forma, we value diversity, and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Duties and responsibilities may not all be covered in the description, or may change over time at the discretion of Forma. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Forma, we welcome diverse perspectives, and people who think rigorously / aren't afraid to challenge assumptions. Join us!