SaaS Customer Success & Onboarding Lead

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 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.