Forma

• Serve as a Forma product expert to quickly resolve customer concerns and provide tailored recommendations, including identifying underlying issues in account setup or the product. • Own daily operational tasks, including account configuration, program policy updates, and customer onboarding or expansion support. • Continuous improvement: Identify, implement, and optimize processes for maximum efficiency and quality. • Translate customer feedback into actionable product roadmap recommendations through collaboration with product and engineering teams. • Track, analyze, and report on operational performance metrics.

Role Description Join our Product Experience (PX) team and help build the systems behind Forma's member and admin experience - the member portal, admin portal, mobile app, and the integrations that power them. You'll work across the stack to deliver intuitive, secure, and scalable experiences that members and customer admins rely on every day. This role is fullstack-preferred, but we're also open to strong backend engineers who are eager to grow into fullstack work. - Lead the design and delivery of complex features end-to-end — from scoping and technical design through implementation, testing, and rollout. - Build full features across the stack: backend APIs (NestJS/TypeScript) and frontend interfaces (React, TypeScript) that members and customer admins use directly. - Contribute to Forma's web applications (member portal, admin portal) and, where relevant, our React Native mobile app. - Build and orchestrate integrations with third-party services for bank linking, investments, email/sms notifications, tax reporting, etc. — handling webhooks, retries, and failure modes gracefully. - Contribute to architectural discussions across the PX team and broader engineering org. - Take ownership of your services in production — including on-call responsibilities, monitoring (Datadog), and incident response. - Mentor and support other engineers through code review, pairing, and knowledge sharing. - Use AI tools thoughtfully as part of your workflow — we encourage engineers to leverage AI assistants to accelerate development, improve code quality, and explore solutions faster, while maintaining strong judgment and ownership of the work they ship. Qualifications - 5+ years of professional experience building and shipping software, with a track record of leading projects from scoping through delivery. - Strong proficiency in TypeScript (Node.js), or a willingness to learn quickly. - Frontend experience with React and TypeScript (strongly preferred). Familiarity with MUI, Tailwind, or component-driven UI development is a plus. - Solid experience with relational databases, particularly PostgreSQL — schema design, query optimization, and migrations. - Experience integrating third-party APIs and managing the complexity of external service dependencies. - Experience with event-driven architectures or messaging systems (e.g., Pub/Sub, Kafka, SQS/SNS) is a strong plus. - Familiarity with cloud infrastructure (GCP preferred; AWS or Azure translates well) and modern deployment practices. Bonus points for Kubernetes, Terraform, or CI/CD pipeline experience. - Experience working in teams in a remote, distributed environment. - Experience at a growth-stage startup where you've balanced speed with quality. - Fintech, benefits, or HR tech experience is a plus — especially with financial transactions, compliance requirements, or third-party integrations. Benefits - Remote-first working environment - Medical, dental and vision insurance plans - Employee wellness program - One-time home office stipend - 401(k) savings plan - Flexible PTO policy - 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent

• Resolve Tier 1 and Tier 2 support requests efficiently, maintaining employee productivity through timely, customer-focused technical support. • Execute onboarding, offboarding, and access management in Okta: provision, modify, and deprovision SSO/SCIM access following least-privilege practices. • Administer the Mac fleet in Kandji, managing enrollment, configuration profiles, patching, and device compliance against security baselines. • Triage Okta authentication and MFA issues, including factor resets and account recovery within established verification procedures. • Maintain IT asset inventory and lifecycle (procurement, tracking, secure wipe, and retirement) with audit-ready records. • Adhere to security and compliance processes, and support audit evidence collection for SOC 2, ISO 27001, and HIPAA (onboarding/offboarding tickets, access logs, asset records). • Escalate complex issues appropriately while maintaining thorough documentation, runbooks, and self-service knowledge base articles.

• Source, evaluate, and onboard new vendor and brand partners aligned with Forma's member demographics and benefit categories • Negotiate commercial terms including pricing, exclusives, revenue share, and co-marketing opportunities • Build and maintain strong long-term relationships with vendor partners, serving as their primary point of contact • Monitor vendor performance against KPIs (conversion, member satisfaction, redemption rates) and hold partners accountable to agreed standards • Manage contract renewals, offboarding underperforming vendors, and continuously refreshing the catalog • Curate and manage the Forma store catalog, ensuring a compelling, relevant, and on-brand product and service mix • Develop merchandising strategies that drive engagement, discovery, and spend across benefit categories • Identify gaps in the catalog and proactively source new vendors to fill them • Own the presentation of the store aligned to category organization, featured placements, seasonal moments, and promotional campaigns • Partner with Product to ensure a seamless member shopping experience and surface vendor integration needs • Collaborate with Finance and Legal on vendor contracts, pricing integrity, and compliance • Bring the member voice into vendor decisions — using data, feedback, and trends to inform the catalog strategy

• Own email execution end-to-end, translating campaign briefs into polished HubSpot email builds, coordinating QA, scheduling sends, and maintaining our promotional email calendar • Upload and QA contact lists in HubSpot following established field mapping and hygiene standards; working hand-in-hand with our Demand Generation Leader to ensure marketing operations work is done with the utmost quality and care • Support our organic LinkedIn presence by creating and posting content, monitoring engagement, and responding to comments to keep our brand active and responsive • Design graphics for social posts, email headers, and event collateral; edit and repurpose webinar recordings into short-form clips for LinkedIn and other channels • Handle specific event logistics including drafting and sending RSVP emails, building calendar invites, and coordinating swag and flyer distribution for field dinners and broker lunches

• Source, evaluate, and onboard new vendors, and renegotiate existing partnerships to enhance pricing, terms, and selection for members. • Manage vendor relationships end-to-end through live calls and written communication, resolving issues and driving ongoing performance. • Own cross-functional projects with product, engineering, and other internal teams, driving improvements grounded in what you see in operations • Identify, propose, and build new procedures and quality checks that keep the Store team fast and reliable • Track operational metrics, build the analyses and dashboards when needed, and use the data to drive every meaningful change. • Own the daily operational backbone of the Forma Store, including order fulfillment, and member support ticketing. • Act as the voice of our customers and members, bringing their feedback directly into the future product roadmap.

Role Description Build and ship the best possible products accurately and on-time. Solve complex business problems and workflows with highly secure, scalable, and easy-to-use backend APIs and infrastructure. We run our services on GCP and Kubernetes. We integrate with Stripe, Plaid, and others to make complicated financial transactions a breeze. - Release new product features and maintain existing services - Have a deep understanding about product values and contribute collectively to create the best product experience - Build secure, performant, and easy-to-use backend APIs and database designs with clear documentation - Help improve engineering processes and standards to improve efficiency and product quality Qualifications - 5+ years working with Kotlin / NodeJS / Typescript and building APIs - Familiar with NoSql and / or relational databases - Familiar with TypeScript / JavaScript or similar languages - Familiar with agile methodologies, and have led a project from end-to-end - Experience at an early-stage startup is a plus - Fintech experience a plus Benefits - Remote-first working environment - Medical, dental and vision insurance plans - Employee wellness program - One-time home office stipend - 401(k) savings plan - Flexible PTO policy - 12 weeks Parental Leave + 4 additional weeks for the Birthing Parent

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 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 As a Customer Success Manager, you will be responsible for ensuring the success and satisfaction of a portfolio of 30+ commercial and enterprise accounts. Your primary goal is to foster strong relationships with customers, ensuring they are getting the most value from our products/services. You will work closely with our support and operations teams to resolve customer issues and play a key role in driving satisfaction. You will also collaborate with the Account Management team to ensure smooth handoffs for renewals and growth opportunities. You Will - Manage a portfolio of 30+ commercial and enterprise customer accounts, focusing on ensuring their success and satisfaction with our products/services. - Serve as the primary point of contact for customers, building strong, lasting relationships and understanding their needs and objectives. - Drive product adoption and ensure customers are leveraging our products effectively to achieve their goals. - Conduct regular business reviews, providing insights and metrics to track customer success and identify areas for improvement. - Collaborate with support, operations, and product teams to address customer requests and enhance their experience. - Own account administration for your book of business, including: keeping CRM up to date, communicating to customers regarding contracting, invoicing, and product changes. - Gather and analyze customer feedback to identify trends and areas for product/service improvements, sharing insights with internal teams - Work closely with the Account Management team to ensure smooth transitions for renewals and help grow existing business by providing them with qualified leads. - Be a team player: participate in team meetings, training sessions, and key initiatives to improve overall CS efficiency and deliver an exceptional customer experience. Preferred Skills - 5+ years of experience in customer success, account management, business development or a related customer-facing role. - Strong interpersonal and communication skills, with the ability to build rapport and trust with customers. - Excellent problem-solving abilities and a proactive approach to addressing customer needs. - Ability to work collaboratively with cross-functional teams, including support and operations. - Highly organized with strong time management skills and the ability to manage multiple accounts and priorities simultaneously. - Familiarity with Salesforce or other customer success tools is a plus. - A customer-centric mindset with a passion for delivering exceptional customer experiences. - Ability to handle and deescalate challenging situations with professionalism and empathy. 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!

• Release new product features and maintain existing services • Have a deep understanding about product values and contribute collectively to create the best product experience • Build secure, performant, and easy-to-use backend APIs and database designs with clear documentation • Help improve engineering processes and standards to improve efficiency and product quality

• Own end-to-end eCommerce performance, including conversion, AOV, and revenue growth • Analyze funnel performance and identify opportunities across acquisition → conversion → retention • Define and track KPIs; translate insights into actionable recommendations • Lead digital merchandising strategy (assortment, placement, promotions) • Optimize onsite experience, including landing pages, navigation, and product/vendor pages • Develop and test personalization and recommendation strategies • Partner with the existing team to improve vendor mix and assortment strategy based on customer demand and business goals • Identify opportunities to drive additional value through strategic partnerships (e.g., exclusives, promotions, co-marketing) • Introduce structure for vendor prioritization and roadmap planning • Design and execute A/B tests and growth experiments • Partner with marketing to drive lifecycle and retention strategies • Optimize campaigns to increase repeat purchase and customer lifetime value • Collaborate with product and engineering to define roadmaps and requirements • Partner with analytics to build a single source of truth for performance • Influence stakeholders and leadership with clear, data-driven recommendations