Apply on Employer Site

Formant · 1 month ago

Customer Success Engineer

Hybrid (San Francisco, California, US)

Full-time

Hybrid

Mid Level

3+ years exp

Formant is building the operating system for intelligent machines, aiming to unlock the potential of robotics through AI. The Customer Success Engineer will work closely with customers to understand their operations and implement AI solutions that enhance their robotics systems, ensuring successful deployments and customer satisfaction.

Cloud Data ServicesInformation ServicesInformation TechnologyRoboticsSensorSoftware

Responsibilities

Own end-to-end AI implementations for enterprise customers ($500k+ ARR), from initial discovery through production deployment and beyond

Embed on-site with customers to deeply understand their robotics operations, workflow constraints, and business objectives

Transform ambiguous customer requirements (like "we need our robots to work better") into concrete, deployed AI solutions that drive measurable ROI

Build trust as the technical expert customers rely on during critical deployments and production issues

Design and implement LLM-powered workflows, RAG pipelines, and AI solutions tailored to each customer's specific robotic use cases

Rapidly prototype solutions that balance cutting-edge AI capabilities with production reliability requirements

Navigate the real-world constraints of robotics deployments: latency, connectivity, safety, and integration with existing systems

Create reusable frameworks and tools that accelerate future customer deployments

Serve as the voice of the customer to product engineering, translating field insights into platform improvements and new AI capabilities

Collaborate with go-to-market teams to demonstrate technical value in customer engagements and support expansion opportunities

Enable customer teams through training, documentation, and knowledge transfer, ensuring they can maintain and evolve AI solutions independently

Switch seamlessly between diving deep into technical architecture with customer engineers and presenting business value to C-suite executives

Qualification

Customer success experienceProduction deployment expertiseProgramming proficiencyAI/LLM experienceTechnical versatilityAPI integrationRobotics platform familiarityCustomer empathyRobotics passionBuilder mentalityCommunication rangeFast learnerResilience

Required

3+ years in customer-facing engineering roles deploying technical solutions in production environments (Solutions Engineering, Implementation Engineering, Forward Deployed Engineering, Technical Account Management, etc.)

Proven enterprise customer success: Track record of managing customer engagements at companies with $500k+ ARR, including on-site deployments

Production deployment expertise: You've shipped real solutions that real users depend on and supported them when things break

Programming proficiency: Comfortable writing production-quality code in Python or TypeScript

AI/LLM experience: Hands-on experience with LLMs, prompt engineering, and RAG/vector databases in production contexts

Ambiguity navigator: Demonstrated ability to take vague customer needs and turn them into concrete technical solutions