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 role requires 2-3 days a week in office in Soho, NY.

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

For residents of New York, New Yo