Customer Success Lead

San Francisco

Formation is seeking a Customer Success Lead to build long-term customer relationships, lead the implementation of our flagship product, and deliver on the key dimensions of Customer Success. Our platform learns and adapts to people's preferences, habits, and feedback—orchestrating highly relevant experiences that are truly unique to each person. Our vision will change the way people engage across multiple industries, be it retail, finance, or healthcare.
You'll drive the adoption and evolution of Formation's platform for the world's most recognized brands. You will envision and deliver transformative solutions in cross-functional, collaborative teams -- helping organizations leverage our platform to craft engaging customer experiences. Your understanding of product management will help you to collect, shape and prioritize platform requirements and to inform the Formation platform vision. You'll partner closely with the executive teams of the world’s leading organizations and build meaningful customer relationships. The relationships you nurture will help businesses thrive—and will create better experiences for their customers.
Key Responsibilities:
  • Build relationships with a diverse set of stakeholders to garner support for the strategic implementation of the Formation platform
  • Translate vision and strategy into well-scoped projects
  • Manage the delivery of Formation solutions, from early solution visioning, through development, to delivery and handoff
  • Drive and be responsible for the realization of business value
  • Manage multiple work streams with cross-functional teams (Marketing, Digital, Creative, IT, etc)
  • Ensure that our customer's needs are being heard, internalized and translated into product enhancement requests
  • Ensure that the appropriate processes and disciplines are in place to listen and respond to our customers

Skills and Experience:

  • 10+ years’ experience in customer-facing or product role, and 5+ years in Enterprise project delivery, with several full-lifecycle implementations of enterprise scale technology solutions
  • Track record of building trusted advisory relationships with Directors and above
  • Prior experience leading cross-functional teams to deliver transformative products in global, market-leading enterprises
  • Experience setting up and running efficient, lightweight, multi-stakeholder business processes
  • Track record of a consultative and solution-oriented approach for customers
  • Empathetic to customer and end-user needs, with the ability to translate those needs into product solutions

Bonus Points:

  • Knowledge of customer experience design and/or behavioral data science
  • Experience in using data to derive ROI / value consulting
  • You court perfection but are grounded and practical
  • You're interested in improving humanity's relationship with technology
  • You share our passion for using data to solve complex problems 
About Formation
Formation distills complex customer data into uniquely tailored experiences; we orchestrate physical and digital exchanges into one seamless journey. Our business is building lasting, trusted relationships between people and brands—and making it look easy.
We're already reaching millions of people a day, and we're just getting started. Our founding leadership is equal parts business, design, and engineering—because we believe differing perspectives + passionate discourse achieve the greatest outcomes. We are collectively talented, but also humble. We give our whole selves. We love learning new things.
Formation is committed to inclusion and diversity and is an equal opportunity employer.  All applicants will receive consideration without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or veteran status.
If you're up for the challenge of a lifetime, we're looking for outstanding talent to join our team.