What are the responsibilities and job description for the Customer Success Manager position at formX?
About formX
At formX, we're redefining residential construction through AI-driven design, planning, and a seamless experience—delivering premium, fully customizable single-family homes and ADUs. By combining advanced technology with exceptional craftsmanship, we create sustainable, high-performance structures built for speed, durability, and personalization. Our mission is to transform the construction experience by embedding smart technology, environmental responsibility, and customization into every home we build. We’re a team of innovators reshaping the future of construction, and we’re looking for people who want to build what’s next.
We are seeking a Customer Success Manager to serve as the primary point of contact for clients after a deal closes. This role sits at the intersection of customer success, project management, and sales enablement and is critical to delivering a high-quality, end-to-end client experience.
This is a hands-on role for someone who takes pride in delivering an exceptional client experience and brings order, clarity, and follow-through to fast-moving projects.
What You’ll Do
Client Ownership & Communication
- Act as the primary client-facing owner throughout the full project lifecycle, from kickoff through project closeout
- Lead client kickoff meetings and establish clear expectations, scope, and timelines from the start
- Manage all ongoing client communication through various channels
- Serve as the main point of contact for warranty-related matters and post-project support
- Build trusted relationships with homeowners and act as their internal advocate
Project & Process Management
- Own client projects end to end, ensuring adherence to contract terms, scope, and timelines
- Manage project scheduling in coordination with internal teams and external partners
- Coordinate cross-functionally with sales, design, architecture, engineering, and operations
- Track project progress, risks, and dependencies and proactively resolve issues
- Support quality control efforts, including punch list tracking and resolution
- Lead project closeout activities to ensure a smooth and positive client handoff
Customer Success & Experience
- Deliver a high-quality, white-glove customer experience through strong communication and follow-through
- Ensure clients understand FormX’s products, processes, and value proposition
- Identify and mitigate risks to customer satisfaction early
- Gather customer feedback and share insights with Product, Sales, and Leadership
Sales & Growth Support
- Partner closely with Sales and Customer Support on handoffs, renewals, and follow-on projects
- Identify opportunities for upsell or additional services based on client needs
- Support light pre-sales or discovery conversations as needed
What We’re Looking For
- 4 years of experience in a client-facing role within a construction, architecture, and/or real estate company.
- Strong customer service orientation with excellent communication skills.
- Project management experience or demonstrated ability to manage multiple workstreams.
- Comfort acting as a client-facing representative of a startup brand.
- Ability to adapt to evolving processes, tools, and structures.
- Strong organizational skills and attention to detail.
Why Join Us
At formX, you’ll play a key role in shaping the team that’s redefining the future of housing. This is a chance to have a direct impact in a fast-growing startup with a big vision, working alongside passionate founders and innovators.