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Formic · 3 days ago

Customer Success Manager

United States

Full-time

Hybrid

Mid Level

$100K/yr - $130K/yr

3+ years exp

Formic is on a mission to revolutionize American manufacturing by making automation accessible to all manufacturers. The Customer Success Manager will ensure seamless pre-deployment coordination, smooth onboarding, and ongoing engagement with customers, serving as the central point of contact and fostering strong relationships.

Industrial AutomationManufacturingRoboticsSoftware

Responsibilities

Act as the communication hub for customer questions, serving as a strategic business partner and primary support resource

Ensure a smooth and professional handoff from Sales, with clear documentation of customer goals and expectations

Lead onboarding sessions introducing tools, contacts, processes, and escalation paths

Coordinate customer kickoff meetings with Deployment Project Managers, confirming scope, stakeholders, and timelines

Coordinate internal handoffs between Sales, Solutions, Deployment and Field Service teams

Ensure all customer legal, financial, and operational documentation is complete prior to deployment

Coordinate internal teams to resolve customer requests outside of technical service (e.g., billing, scheduling, reporting)

Collect and synthesize customer feedback on deployment and any open items, ensuring a smooth transition to steady-state operations

Own all post-deployment administrative activities, including scheduling training, securing legal documentation (e.g., Certificates of Insurance, tax certifications)

Serve as the 'always-on' liaison for day-to-day communication

Act as a liaison and support resource for the Formic Automation Community

Partner with Marketing to identify PR and customer story opportunities

Run NPS surveys and analyze trends in partnership with the CS team. Review results and create follow-up actions to drive continuous improvement

Maintain 'voice of the customer' documentation for executive and sales use

Proactively distribute updates on downtime, new features, and service improvements

Qualification

Customer engagementAccount managementProject managementManufacturing experienceCommunication skillsCustomer advocacyFeedback synthesisOrganizational skillsInterpersonal skillsAttention to detail

Required

3+ years of customer engagement, project management, account management, or related experience, ideally within industrial automation or manufacturing environments

Demonstrated business acumen and manufacturing fluency; can clearly articulate value and ROI

High ownership mentality, thrives in fast paced environments and is proactive in building new processes

Demonstrated ability to manage multiple stakeholders and drive adoption of technical solutions

Strong organizational skills with exceptional attention to detail and documentation

Outstanding communication and interpersonal skills, with the ability to build trust-based, outcome-oriented relationships

Ability to identify expansion opportunities within existing customers

Passion for delivering excellent customer experiences and championing customer needs

Willingness and ability to travel up to 25% to build and maintain relationships and support critical deployment milestones

Benefits

Equity in Formic: Own a meaningful stake in a fast-growing Series A startup, backed by leading global investors

Comprehensive Healthcare Coverage: 99% covered Medical, Dental, and Vision insurance plans, with 75% coverage for dependents, provided by Blue Cross Blue Shield and Guardian

Additional Fully Covered Insurance Benefits: FSA & DCFSA, Life Insurance, Short-Term Disability, and Long-Term Disability through Guardian, all 100% employer-paid

Employee Assistance Program (EAP): Fully funded by Formic and provided via Guardian, offering support when you need it most

Paid Parental Leave: Generous parental leave to support our employees and their growing families

Company-sponsored 401(k): Invest in your future with our company-backed retirement savings plan

Home Office Stipend: A one-time allowance for fully remote employees to set up your ideal at-home or on the road work environment

Monthly Cell-Phone Reimbursement: Monthly stipend toward phone and internet expenses

Flexible Time-Off: Take the time you need, when you need it, supported by our flexible PTO policy

Paid Company Holidays: Celebrate important dates with paid time off