Enterprise Client Success Manager

Client Success Manager

Forj is a growth-stage SaaS company with a bold vision for how members will engage and learn in modern communities of practice. By connecting community with learning, our reimagined platform will encourage member engagement with content and human connections, leading to a more vibrant community experience that delivers more value to members and while helping their organizations grow. 

We empower the professionals who make our world better.

Consider joining us if you are:

• Eager to thrive in a fast-paced, innovative company environment, contributing to a high performing, collaborative team.
• Passionate about our purpose and personally aligned with our values: We forge ahead. We innovate. We build relationships. We learn and grow, always. We win together.
• Self-motivated, resourceful, scrappy and pragmatic when it comes to getting things done.
• A lifelong learner who is always curious and keeps an open mind when solving difficult problems. 
• Excited to work closely with Client Service teams (Technical Support, Solutions, Instructional Design, Managed Services, Training) to ensure a stellar, cohesive experience for clients and their usage of the Forj platform.
• Skilled at championing client retention, partnership success plans, executive business reviews, and fostering strong relationships.  
• Eager to work with innovative clients including communities of practice, professional associations, and non profits across many sectors.

We are looking for someone with: 

• 3+ years experience managing Enterprise client relationships in a SaaS environment 
• Strong relationship management at executive levels, communication and presentation skills 
• Experience crafting strategies supporting client retention and success
• Savvy providing guidance and expertise on industry best practices
• Collaborative approach and the ability to work effectively with cross-functional teams

In this role, you will specialize in: 

• Serving as a trusted advisor to a variety of clients
• Planning and facilitating Partnership Success Plan conversations with clients
• Delivering successful Executive Business Reviews with clients
• Identifying and recommending best practices
• Evaluating course workflows for optimization
• Assuring appropriate volume of meetings occur with clients
• Understanding and presenting data and metrics of client and member usage
• Monitoring support tickets for resolution / escalation as necessary
• Understanding and documenting client health accurately each month
• Strengthening relationships across the organization
• Coaching clients to optimize use of the product
• Identifying opportunities for expansion where possible
• Special projects and evolving duties as assigned

This role can be remote in the U.S. or hybrid in the Milwaukee, WI area. Relocation support is not available.