Customer Success Manager

FormBuilder; United States; On-site; USD 75,000 - 110,000; Full time

Job summary

FormBuilder is seeking a Customer Success Manager to guide onboarding and help customers move from first form to repeatable responses. You will answer questions across support and success channels, and identify patterns that become templates or docs.

In this role you will partner with product to relay activation friction and build lightweight playbooks for common industries and use cases, ensuring customers realize value quickly.

Qualifications

• Experience in customer success, onboarding, implementation, or technical support.
• Strong written communication and clear judgment about customer urgency.
• Comfort learning SaaS tools and explaining workflows without jargon.
• Ability to spot product friction and turn it into practical feedback.
• Enough technical curiosity to troubleshoot forms, integrations, and account setup.

Responsibilities

• Run onboarding calls and help new customers publish their first useful forms.
• Answer product and workflow questions across support and success channels.
• Identify customer patterns that should become templates, docs, or product fixes.
• Partner with product on feedback from customers, especially friction in activation.
• Build lightweight playbooks for common industries and use cases.

Skills

Customer success

Onboarding

Technical support

Written communication

Product feedback

Job description

FormBuilder is looking for a Customer Success Manager who can help customers get value quickly. You will guide onboarding, answer workflow questions, document recurring needs, and help customers move from first form to repeatable response operations.

What you will do

• Run onboarding calls and help new customers publish their first useful forms.
• Answer product and workflow questions across support and success channels.
• Identify customer patterns that should become templates, docs, or product fixes.
• Partner with product on feedback from customers, especially friction in activation.
• Build lightweight playbooks for common industries and use cases.

What we are looking for

• Experience in customer success, onboarding, implementation, or technical support.
• Strong written communication and clear judgment about customer urgency.
• Comfort learning SaaS tools and explaining workflows without jargon.
• Ability to spot product friction and turn it into practical feedback.
• Enough technical curiosity to troubleshoot forms, integrations, and account setup.

What success looks like

• New customers understand what to build first and publish without avoidable delays.
• Support questions turn into clearer docs, better onboarding, or focused product fixes.
• Customers with real workflows know how to organize forms, responses, and follow-up.
• The team has a sharper view of the objections, gaps, and wins customers mention most often.

First 30 days

You will learn the product, review common customer journeys, shadow support and onboarding conversations, and help improve the most obvious customer-facing gaps in our docs and playbooks.

First 90 days

You will own onboarding for new customers, create repeatable success motions for our highest-intent use cases, and build a regular feedback loop that turns customer patterns into product and content priorities.

Tools and workflows

You should be comfortable working across a SaaS product, support inbox, shared docs, lightweight CRM notes, product analytics, and customer calls. You do not need to be an engineer, but you should be able to describe a customer issue clearly enough that product and engineering can act on it.

How we work

We prefer clear writing, fast follow-up, and practical customer help over heavy process. This role is a good fit for someone who can stay close to customers, notice patterns, and make the product easier to adopt without turning every issue into a meeting.