Customer Implementation Associate

About Forma

The market for employee benefits is broken. Companies spend millions annually on employee benefits that employees neither value nor regularly use. Founded in 2017, Forma set out to build a better model by challenging traditional one-size-fits-all approaches.

Forma’s flexible benefits software helps companies offer competitive benefits packages while reducing costs and inefficiencies, by giving employees more choice and flexibility in how they spend their benefit allowances. The platform also saves HR professionals countless hours managing and supporting various point solutions.

Using Forma, companies can select from a suite of products that include Lifestyle Spending Accounts, Health Spending Accounts, Health Reimbursement Arrangements, Flexible Spending Accounts, and more to design and deliver customized benefits programs – all through a single platform. Employees then have three choices to spend account funds:
The Forma Store with discounted products and services, The Forma Visa Card, or claim reimbursement backed by Forma’s world‑class member support team.

Forma has helped hundreds of the world’s most admired companies, including Stripe, Zoom, Lululemon, and Affirm, design and support flexible, inclusive benefits programs for nearly a million employees. And, we are seeing great success with 98% customer retention, 75 NPS, and 98 CSAT ratings from members.

Forma is backed by Emergence Capital and Ribbit Capital and has received numerous awards for its exponential growth, its software innovation, and as a “Great Place to Work.”

The Forma Customer Implementation Team exists to build strong, long‑term client relationships by delivering a smooth and successful onboarding experience. As one of the first points of contact in the customer journey, this team plays an important role in setting expectations, building trust, and creating a strong foundation for future partnership.

As a Customer Implementation Associate
, you will support clients through structured implementation processes to help them successfully transition onto the Forma platform. You will partner closely with internal teams to coordinate key milestones, manage project timelines, and ensure launch readiness.

You will also assist with customer expansion efforts, file‑based projects, and resolving client questions or escalations as they arise. This role offers strong exposure across teams and systems, providing an opportunity to build expertise in benefits administration, project management, and cross‑functional collaboration while delivering a high‑quality client experience.

• Own and lead end‑to‑end implementation of Forma for new customers, guiding them from post‑sales implementation through successful program launch, including upsell and expansion initiatives for existing clients.
• Own customer expansion, upsell, and file‑based projects, ensuring clear timelines and successful execution.
• Drive customer file escalations to resolution, partnering with internal teams to deliver timely and accurate outcomes.
• Act as the primary liaison between customers and internal teams, collaborating closely with key stakeholders in HR Benefits, Payroll, HRIS, IT, and Finance to ensure a seamless and effective implementation experience.
• Develop, manage, and maintain project plans, including timelines, milestones, agendas, and client‑facing training materials, ensuring alignment across all stakeholders.
• Track project progress and deliverables throughout the implementation lifecycle, proactively identifying risks and managing deviations to keep initiatives on schedule and within scope.
• Serve as the voice of the customer within Forma, advocating for client needs and feedback while ensuring cross‑functional alignment with Product, Engineering, Support, and Customer Success teams.

• 1–3 years experience in project management, customer success or related role
• Strong project management skills, the ability to manage multiple tasks and responsibilities, and experience working under time constraints is a must
• Demonstrated ability to manage projects from end to end
• Ability to communicate and work across client organizations
• Solutions…