Job Description
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:
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 Denver CO the annual salary range for this role is $67000-$89000+ 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.
Top Skills
What the Team is Saying
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What We Do
At Forge (NYSE: FRGE) 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 humble and accountable. 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 planet-saving plant-based nutrition 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 it is building a growing network effect with defensible competitive advantages. The Forge marketplace has over 440000 registered users and private shares have traded in more than 500 companies since inception representing over $12 billion in volume across over 21000+ transactions. 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.
Why Work With Us
At Forge we offer extensive opportunities for growth to provide employees with endless possibilities developing careers through unique experiences. The diversity of skills experience and thought is what drives innovation within our walls.
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Date Posted
04/11/2026
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