About Signal Forge
Signal Forge helps growing businesses build operational systems that allow them to scale without depending on individual people.
Through our ForgeOS Business Operating System platform, companies can document processes, organize knowledge, standardize execution, and create the operational infrastructure required for growth.
Our clients are business owners and leadership teams who are looking to reduce operational chaos, improve consistency, onboard employees faster, and build companies that can operate beyond the founder.
We are looking for a Senior Account Manager / Customer Success Lead to become the primary relationship owner for our customers and help guide them through their operational transformation journey.
The Role
As the Senior Account Manager / Customer Success Lead, you will own the customer experience from onboarding through long-term success.
You will work directly with business owners, executives, and operational leaders to help them understand their Business Blueprint, interpret their ForgeScore™, implement ForgeOS, and identify opportunities to improve their operational systems.
This role combines:
- Customer success & Account management
- Consultative sales & SaaS onboarding
- Business discovery & Client relationship management
You will not simply manage support requests. You will become a trusted operational partner for companies building their internal systems.
Key Responsibilities
- Serve as the primary point of contact for assigned Signal Forge customers
- Build strong relationships with business owners and leadership teams
- Lead customer onboarding and implementation conversations
- Conduct product walkthroughs and strategy sessions
- Monitor customer engagement, adoption, and satisfaction
- Identify customer risks and proactively create solutions
- Maintain accurate customer records and account notes
- Review customer Business Blueprint assessments
- Help customers understand their operational maturity and ForgeScore™ results
- Identify areas where businesses may have process gaps, documentation issues, or founder dependency risks
- Guide customers toward the right next step: Self-managed ForgeOS adoption, Signal Forge Report, Implementation services, or Managed ForgeOS advisory
* You do not need to be an operations consultant today, but you must have the ability to understand business problems and communicate solutions.
- Identify opportunities for customers to expand their use of ForgeOS
- Recommend additional features, services, and implementation support when appropriate
- Support conversion from Free Business Blueprint users, Signal Forge Report customers, ForgeOS subscribers, and Implementation clients
- Participate in discovery conversations with qualified prospects and increase customer LTV
- Help customers organize their company information inside ForgeOS
- Encourage completion of playbooks, SOPs, workflows, and knowledge assets
- Collect customer feedback to improve the platform
Required Qualifications
- Experience: 3+ years of B2B experience in customer success, account management, SaaS, consulting, or B2B sales
- Ability to communicate confidently with business owners, executives, or leadership teams
- Experience working remotely in a self-directed environment
- Preferred: Experience with Hubspot, Salesforce, Notion, ClickUp, CRM/software implementation, or operations management
Compensation & Benefits
Competitive compensation based on experience. Expected structure includes performance incentives, customer expansion bonuses, and implementation referral commissions. Join us and become part of a category-creating operational intelligence business.