Customer Implementation Manager

Forma, founded in 2017, offers a global lifestyle benefits platform that enables companies to offer competitive packages while reducing costs and inefficiencies. The platform includes Lifestyle Spending Accounts, Health Savings Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more, allowing employees to spend funds via the Forma Store, Forma Visa Card, or claim reimbursement. Forma has helped hundreds of renowned companies, including Stripe, UKG, lululemon, and Tripadvisor, to design equitable, scalable, and flexible benefits programs for nearly 1 million employees worldwide.

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.

Responsibilities

• 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.

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

• 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