Customer Implementation Manager

Monograph; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote-first working environment

Medical, dental and vision insurance

Employee wellness program

Home Productivity program

Team building program

401(k) savings plan

Flexible PTO policy

12 weeks Parental Leave + 4 additional

Job summary

Forma is seeking a Customer Implementation Manager to own end‑to‑end onboarding for new clients and guide successful launches of the Forma platform, including upsell opportunities.

You will serve as the primary liaison between customers and internal teams, partnering with HR Benefits, Payroll, HRIS, IT, and Finance to ensure a seamless implementation and advocate for client needs while aligning Product, Engineering, Support, and Customer Success.

Qualifications

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

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 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

Project management

Stakeholder management

Communication

Cross-functional collaboration

Problem solving

Attention to detail

Job description

About Forma

The employee benefits landscape needs a reset. Companies invest millions annually in benefits that employees neither value nor use regularly. Forma, founded in 2017, set out to challenge this one-size-fits-all approach.

Forma's global lifestyle benefits platform enables companies to offer competitive packages while reducing costs and inefficiencies. While giving employees more choice and flexibility in spending their benefit allowances, the Forma platform saves HR, total rewards, and benefits professionals countless hours they would have spent managing and supporting multiple point solutions.

With Forma, companies can choose from a suite of products, including Lifestyle Spending Accounts, Health Savings Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more. These products allow companies to design and deliver customized benefits programs through a single platform. Employees can then spend account funds in three ways: The Forma Store, The 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.

Forma is backed by Emergence Capital and Ribbit Capital. We have received numerous awards for our exponential growth, 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 the total am ‘ decide hearing] exponent

• 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!