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!

• As a Customer Success Manager at Chainguard, you will be the post-sales primary point of contact for our Commercial customers. • You will be responsible for taking lead on customer engagements across onboarding, implementation, and adoption. • In this role, you will work closely with Solutions Architects, Technical Support, Product Management, Engineering and Sales to ensure the successful onboarding and support of your customers. • You are their day-to-day contact, building relationships with customers and driving outcomes, adoption, and delivering time-to-value. • Customer Onboarding: Lead the technical onboarding process for new customers. Partner with customers, pre-sales, and post-sales teams to understand requirements, goals, and challenges to formulate an onboarding plan. • Account Management: Develop relationships with multiple levels of customer stakeholders from technicians to CISOs. Work closely with sales teams to identify the best path to renew and expand customers while minimizing churn risks. • Training & Education: Collaborate with customers and our Edu team to ensure customers are educated on product features, best practices, and security principles. • Product Expertise: Develop hands-on technical knowledge of Chainguard and stay up-to-date with industry trends, new features, and best practices so you can help customers optimize their use of Chainguard. • Customer Advocacy: Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams. This means being a team player and having strong collaboration skills - this role must align with many different internal teams, influencing them to act toward customer needs. • Issue Management: Collaborate with Technical Support and Customer Engineering teams to ensure timely resolution to customer issues.

• Build, lead, and mentor a team of CSMs supporting Commercial and Digital customers • Foster a collaborative, high-performance, and customer-centric culture • Provide coaching, performance management, and career development support • Drive accountability through clear goals, metrics, and regular feedback • Partner with Customer Success and cross-functional leaders to define segment-specific strategies • Execute programs tailored to Commercial and Digital customer needs • Design and operationalize scaled engagement models, including digital-first approaches • Ensure consistency in customer journeys while adapting for segment nuances • Maintain visibility into adoption, health scores, and engagement metrics across the portfolio • Guide the team in identifying churn risks and expansion opportunities • Drive proactive outreach and intervention based on data insights • Support account reviews and leverage segment-level insights to improve outcomes • Champion digital customer success strategies such as automated outreach and lifecycle programs • Partner with Operations and Marketing to build scalable engagement programs • Promote self-service resources to improve customer experience and efficiency • Continuously optimize the balance between high-touch and tech-touch engagement • Ensure strong stakeholder relationships across Commercial accounts • Deliver consistent value through both direct and digital interactions • Capture and synthesize customer feedback to inform internal teams • Act as the voice of the customer to influence product and go-to-market strategy • Collaborate with Sales, Product, and Marketing to drive adoption and expansion • Support renewal strategies and improve retention outcomes across segments • Leverage data to contribute to accurate forecasting and pipeline visibility • Identify and scale growth opportunities within the Commercial and Digital base • Implement and refine processes that enable scale and efficiency • Improve team productivity through tooling, automation, and best practices • Standardize workflows and reporting for consistency and visibility • Monitor industry trends and evolve engagement strategies accordingly

• Own a portfolio of Seeq’s largest, most complex, and highest-potential customers, typically spanning multiple geographies, sites, and business units, with multi-million dollar ARR responsibility. • Develop, socialize, and execute strategic success plans that align Seeq’s capabilities to customers’ enterprise-level initiatives (e.g., digital transformation, operational excellence, sustainability), including clear value hypotheses, milestones, and executive-level success metrics. • Lead quarterly and executive business reviews (EBRs/QBRs) that highlight measurable outcomes, tell the value story, surface risks/opportunities, and reset priorities to continue driving value and expansion. • Serve as the primary executive-facing point of contact and trusted advisor, shaping long-term collaboration and ensuring alignment between Seeq’s roadmap and the customer’s strategic direction. • Drive deep and broad adoption across the customer’s organization by orchestrating programs such as structured onboarding, advanced enablement, communities of practice, user forums, and champion networks, in partnership with Training and Services. • Identify, prioritize, and quantify high-impact use cases; ensure successful deployment, measurement of outcomes, and storytelling of value that leads to advocacy and reference ability. • Own the renewal and commercial strategy for your portfolio, including early and proactive risk identification, mitigation plans, and expansion strategies (upsell, cross-sell, and land-and-expand to new sites, business units, or partner companies). • Collaborate closely with the account team (Sales, Services, Partners) to build and execute comprehensive account plans, including whitespace analysis, multi-year expansion roadmaps, and executive sponsorship alignment. • Act as the senior escalation point for high-risk and high-visibility situations, driving coordinated response plans, communicating effectively with executives, and ensuring we emerge stronger in the relationship. • Translate customer feedback and emerging needs into prioritized requirements and feature enhancement recommendations for Product and Engineering, with clear business justification and expected impact. • Champion the “voice of the customer” within Seeq by contributing to roadmap discussions, beta programs, advisory boards, and strategic initiatives focused on the manufacturing and industrial analytics domain. • Mentor and coach other CSMs and cross-functional teammates, sharing best practices in strategic account management, value realization, executive communication, and risk management. • Use customer health indicators, product usage data, and leading/lagging metrics to continuously assess account performance, identify patterns, and adjust strategy and engagement models as needed. • Systematically document account strategies, risks, and opportunities in our internal systems to ensure transparency, continuity, and alignment across teams. • Contribute to the design and continuous improvement of Customer Success processes, playbooks, and tooling to increase scalability and consistency across the organization.