Customer Success Manager

ForMotiv’s 1st-party behavioral data and intent solution is the first of its kind, allowing insurance carriers to understand their digital users as if they were sitting right in front of them. We do this by analyzing users’ digital body language collected while they engage with web applications to classify and predict their intent, in real-time. Our Behavioral Data Science platform collects thousands of behavioral micro-expressions, such as keystrokes, typing speed, mouse movements, hesitation, and hundreds of other behavioral cues to predict intent such as confusion, frustration or the likelihood of a user to abandon, convert, be high-risk, and more. 

Job Description: 

We are seeking a highly analytical and collaborative Customer Success Manager with strong data experience to join our growing team. In this role, you will bridge the gap between our customers and our internal data science team - uncovering insights from product usage, identifying opportunities to increase adoption, and driving measurable outcomes across our customer base. You will also assist our customers with the technical implementation of our behavioral data solution. 

You will act as a trusted advisor to our customers, leveraging data to tell compelling stories, guide strategic decisions, and maximize the value they see from our platform. This is an ideal role for someone who thrives at the intersection of analytics, product strategy, and customer engagement. 

As a Customer Success Manager, you will report to the Chief Customer Officer and work cross-functionality with Data Science, Product, and Technology. 

• Lead customer analytics projects to understand customers needs, drive product utilization, and foster account growth
• Lead customer implementations with our internal Technology team
• Identify gaps in integration & implementation process and raise awareness for solutions
• Work closely with customers to ensure successful onboarding and adoption of our data collection services, addressing any roadblocks or challenges that arise.
• Work directly with our Data Science and Account Management teams to identify data gaps, solutions, and opportunities within our customer base

• 3+ years of CS or Analytics experience with software or data products
• Experience owning customer relationships for enterprise software products
• Strong experience with web analytics and data visualization tools like Tableau 
• Experience collaborating with cross-functional teams 
• Experience with software implementation processes
• Effective communicator with excellent verbal and written communication skills
• Self-motivated, proactive, organized, and a willingness to learn
• Comfortable in a fast-paced, unstructured environment
• Eagerness to wear multiple hats and lend a hand to your teammates when called upon
• Familiarity with data querying languages (SQL preferred) and ability to work with large datasets is a plus
• A background in insurance is a plus 
• Background with JavaScript is a plus 

What ForMotiv Offers:

• Stock options with vested interest in growing the business
• Competitive health benefits
• 401k with company match 
• Company annual Bonus program
• Ground floor access to venture-backed technology start-up working with household name brands

The 5 Cultural Characteristics we look for:

• Curiosity: You look at each day as an opportunity to learn something new, not as an opportunity to prove what you already know.
• Work ethic: You look at each day as an opportunity to get better for yourself and your team.
• Empathy: You care how others feel around you, and you have the capacity to understand their points of view.
• Teachable: You know your strengths and weaknesses and you aren’t afraid to ask for help
• Integrity: You have the judgment to do the right thing even when it’s not in your own self-interest.