Customer Success Manager

Formations is a Seattle-based startup reimagining financial management for self-employed professionals. We handle everything — taxes, accounting, payroll, S Corporation management, and financial planning — so our customers can focus on the work they love, not the paperwork. Our customers are business owners betting their livelihoods on themselves. We take that seriously. The people who work with us do too.

About the Role

As a Customer Success Manager at Formations, you own your book of business. A portfolio of self-employed professionals will rely on you as their primary point of contact and trusted advisor — the person who knows their situation, anticipates their needs, and shows up before something goes wrong.

This is a proactive role. You're not just fielding tickets. You're working your accounts like a portfolio: knowing who's at risk before they ask, spotting the members ready for the next step, and staying ahead of the calendar.

Your customers are navigating the real complexity of running an S Corporation — payroll, estimated taxes, bookkeeping, compliance — and you're the person who makes that feel manageable.

The ideal candidate has hands-on experience in tax, accounting, payroll, or financial operations and brings the consultative instincts to turn that expertise into customer outcomes. You're operationally sharp, relationship-driven, and comfortable holding both customer advocacy and business objectives in the same hand.

What You'll Do

Manage and Grow Your Book of Business

• Own a portfolio of customers throughout their lifecycle with a focus on retention, health, long-term success, and expansion

• Serve as the primary point of contact and trusted advisor after onboarding completion

• Identify at-risk customers proactively and work toward resolution before it becomes a problem

• Spot and pursue upsell and cross-sell opportunities rooted in customer need, not quota Advise Customers on Tax and Business Operations

• Help customers navigate payroll requirement