Customer Success Manager; Kirkland, WA Hybrid

Company Overview

Formations is a Seattle‑based startup reimagining financial management for self‑employed professionals. If you’ve ever run your own business or know someone who has, you know it’s challenging enough without the added pressure of becoming an expert in taxes, accounting, and financial planning.

We develop the first comprehensive product to automate business incorporation, expense tracking, payroll, and benefit allocations, giving self‑employed professionals the playbook and tools needed to focus on growing their business while saving thousands on annual taxes, achieving financial well‑being, and securing their futures through better decision making.

The CSM acts as a trusted advisor to a portfolio of clients, managing the full customer lifecycle—onboarding, adoption, quarterly business reviews, renewals, and health initiatives. The role demands relentless customer‑centric focus, excellent written and verbal communication, project management, and customer success skills. Basic accounting knowledge is a plus.

• Manage all aspects of customer adoption and lifecycle milestones, ensuring renewals and identifying expansion and upsell opportunities.
• Support mining and development of customer feedback, drive the closed‑loop process.
• Help maintain above‑industry‑average retention rates.
• Utilize Hub Spot CRM to manage customer information, tasks, and value‑based content.
• Ensure clients’ financial health and compliance.
• Set expectations, develop and communicate implementation timelines, and define onboarding processes.
• Advocate customer needs and issues cross‑departmentally.

• Comfortable framing discussions around goals and objectives.
• Skilled at working with customers to leverage services and technology, finding value.
• Lifelong learner, naturally curious, and self‑starter.
• Consultative approach, collaborative nature, building relationships.
• Training, onboarding, or implementation experience.
• Willingness to act as customer voice and champion internally.
• Team player, supports across functional areas.
• Adaptable to rapidly changing, ambiguous environments.
• Culture advocate; actively participates in employee and team experience.

• General ledger accounting, monthly reconciliations, state excise filings, payroll management, and annual book close.
• Current accounting and payroll technology; staying on top of industry changes.

• 2+ years in customer success, customer experience, project management, account management, or equivalent.
• Excellent customer management and project management abilities.
• Impeccable written and verbal communication skills.
• Detail‑oriented and analytical.
• Strong team player; thrives in multitasking environment, adjusts priorities on the fly.
• Experience with Microsoft Office.
• Comfortable using and learning new technologies.
• CRM experience (or similar) strongly preferred.

$68‑75k OTE

Founded in 2019, Formations Corp is a Fin Tech startup based in Kirkland, WA. We help self‑employed individuals maximize their financial and personal well‑being.

• Flexible paid time away from work.
• Full medical, dental, and vision coverage.
• Generous parental leave.
• Life insurance.
• 401(k) plan with employer matching (100% match up to 4% of base salary, immediate vesting).
• Equity: all employees receive an equity package vested over 4 years.
• Paid volunteer time up to 16 hours per year.
• Flexible hybrid approach.
• Positive and collaborative culture.
• Opportunity to influence company shape.

Formations Corp is an equal opportunity employer.