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Customer Success Manager

San Francisco, California, United States

At Forge, we know our team is our greatest asset. As technology innovators in the private market, our vision is to deliver a richer future for everyone. We live that vision through our values of being bold, accountable, and humble. We experience the value that our vision brings to the world every day, helping the teams behind the greatest innovations of our generation, from space travel to artificial intelligence, and more. 

With liquidity solutions, exclusive data and insights, a custody offering, and a vibrant marketplace, Forge’s goal is to build the best-in-class technology infrastructure to power a global private market that is transparent, accessible, and seamless for companies, their employees, and investors. Through Forge, employees can sell their private shares, employers can reward shareholders with pre-IPO liquidity and individual and institutional investors can participate in private unicorn growth. 

Forge's differentiated global marketplace addresses rising demand among individual and institutional investors for exposure to private company stocks and is building a growing network effect. 

Our ability to offer these powerful financial solutions has generated incredible interest from investors, demand from customers, and a need to grow our team to meet the needs of more companies, teams, and innovators in this way. 

The Role: 

The Customer Success Manager (CSM) will be a foundational member of Forge’s first Customer Success team, serving as the primary point of contact for platform navigation, onboarding, and day-to-day client support.

By managing basic-to-moderate inquiries, improving chatbot functionality, and engaging clients throughout their journey, this role will reduce Product, Broker, and Operations workload, improve client satisfaction, and help clients reach transaction-ready status faster.

The CSM will directly support the TechOps function and Level 0 support, ensuring timely resolution of client issues while collaborating across Product, Brokers, Operations, and SysOps to ensure client needs are met and insights are shared.

This role will be central to shaping Forge’s Customer Success function and establishing a scalable, cost-effective support model that enables a vision of 24/7 customer success coverage.

Location: This role requires 2-3 days a week in office in San Francisco, CA.

Responsibilities:

  • Platform Onboarding & Client Success

    • Guide clients through login, MFA, account setup, KYC, and platform familiarization without escalation to Product or Brokers

    Proactive Engagement

    • Identify and re-engage stalled clients
    • Run webinars and training sessions to drive adoption of Holdings, IOIs, Negotiations, and Trades

    Support & Escalation

    • Handle routine client inquiries
    • Escalate complex or compliance-sensitive issues to Brokers, Operations, Product, or Tech Support

    Agentic Chatbot & Knowledge Base Enablement

    • Monitor and improve chatbot performance
    • Oversee live chat (once implemented)
    • Maintain and update a centralized knowledge base for scalable support

    Cross-Functional Collaboration

    • Partner with Brokers, Operations, Product, and SysOps to ensure feature readiness
    • Resolve client issues and incorporate feedback into product roadmap

    Stakeholder Alignment

    • Provide visibility into client issues and Customer Success initiatives
    • Ensure alignment across internal teams on priorities

    Data-Driven Insights

    • Use Jira, Confluence, HubSpot/Zendesk, and analytics tools to:
      • Monitor client health
      • Track product adoption
      • Inform operational and product decisions

    Revenue Enablement (Mature Phase)

    • Partner with Brokers and Sales to identify upsell opportunities
    • Expand client engagement and improve transaction readiness

    Regulatory Awareness

    • Ensure adherence to KYC, AML, and data security requirements
    • Escalate compliance-sensitive issues as needed

Qualifications:

  • 3+ years in Customer Success, Account Management, or client-facing roles
  • Experience in fintech, trading platforms, or regulated industries strongly preferred
  • Strong communication, relationship management, and problem-solving skills
  • Proficiency with CRM tools (HubSpot, Zendesk), Jira/Confluence, and analytics dashboards
  • Familiarity with KYC/AML workflows is a plus
  • Comfortable in fast-paced, agile, cross-functional environments

For residents of San Francisco, CA the annual salary range for this role is $75,000-$100,000 annual bonus. Final offers may vary from the amount listed based on geography, candidate experience and expertise, bonus, and other factors

Upon offer, we conduct background checks that include employment and education verification, state, and county criminal history searches.

Forge is proud to be an equal opportunity employer committed to supporting a diverse and inclusive workplace. Our employment decisions are made without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender, gender identity, gender expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, veteran status, or any other characteristic protected by federal, state, or local laws.

 

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