Customer Success Manager

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 position is remote in Denver, CO. We intend to open an office in Denver and once we do, we will require hybrid attendance onsite at least 9 days each month.Responsibilities: *]:pointer-events-auto scroll-mt-[calc(var(--header-height)+min(200px,max(70px,20svh)))]" data-turn-id="request-WEB:9a78da1a-552a-4d08-ae69-7017ddebf4ac-3" data-testid="conversation-turn-8" data-scroll-anchor="true" data-turn="assistant">Platform Onboarding & Client SuccessGuide clients through login, MFA, account setup, KYC, and platform familiarization without escalation to Product or BrokersProactive EngagementIdentify and re-engage stalled clientsRun webinars and training sessions to drive adoption of Holdings, IOIs, Negotiations, and TradesSupport & EscalationHandle routine client inquiriesEscalate complex or compliance-sensitive issues to Brokers, Operations, Product, or Tech SupportAgentic Chatbot & Knowledge Base EnablementMonitor and improve chatbot performanceOversee live chat (once implemented)Maintain and update a centralized knowledge base for scalable supportCross-Functional CollaborationPartner with Brokers, Operations, Product, and SysOps to ensure feature readinessResolve client issues and incorporate feedback into product roadmapStakeholder AlignmentProvide visibility into client issues and Customer Success initiativesEnsure alignment across internal teams on prioritiesData-Driven Insights Use Jira, Confluence, HubSpot/Zendesk, and analytics tools to:Monitor client healthTrack product adoptionInform operational and product decisionsRevenue Enablement (Mature Phase)Partner with Brokers and Sales to identify upsell opportunitiesExpand client engagement and improve transaction readinessRegulatory AwarenessEnsure adherence to KYC, AML, and data security requirementsEscalate compliance-sensitive issues as neededQualifications:3+ years in Customer Success, Account Management, or client-facing rolesExperience in fintech, trading platforms, or regulated industries strongly preferredStrong communication, relationship management, and problem-solving skillsProficiency with CRM tools (HubSpot, Zendesk), Jira/Confluence, and analytics dashboardsFamiliarity with KYC/AML workflows is a plusFor residents of Denver, CO the annual salary range for this role is $67,000-$89,000+ annual bonus. Final offers may vary from the amount listed based on geography, candidate experience and expertise, bonus, and other factorsUpon 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.