Customer Success Manager

Who we are: Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise, costs increase, and global competition intensifies, automation is no longer optional for manufacturers that want to stay competitive. We deliver automation through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support into a single, integrated solution. By removing the traditional barriers of cost, complexity, and risk, we enable manufacturers to deploy automation quickly and realize measurable gains in throughput, safety, and operational efficiency without large upfront capital investment. Backed by leading investors including Lux Capital, Initialized Capital, Blackhorn Ventures, and Mitsubishi HC Capital North America, Formic is scaling rapidly and building the foundation for a new era of high-performance, Made in America production. About the Customer Success team: Customer Success is dedicated to enabling our customers to get the most out of the automation we deploy, facilitating a superb experience through all facets of our relationship. We are manufacturing and automation experts–consulting with customers to drive adoption and optimal usage of our robotic automation solutions, and identifying opportunities to continue their automation journey. As Customer Success Manager, you will serve as the primary point of contact and advisory partner for our customers: visiting and consulting with those customers in the field, and driving solutions across various groups within Formic for optimal delivery of technical, operational, training and administrative support for our industrial robot systems. You will play a key role in driving mutually beneficial customer relationships post-deployment by monitoring customer health and engagement, mitigating potential relationship and experience risks, and identifying growth opportunities in existing accounts. You will build and maintain strong customer relationships; develop a deep understanding of their business goals, challenges, and needs; and will leverage that feedback to provide customized insights and value-added products and services. This position is highly strategic and impactful in Formic’s mission to be a valued partner and leader driving the adoption of automation across the manufacturing industry. Internally, you will act as the voice of the customer within Formic, delivering feedback and recommendations internally to drive product and process improvements to yield better outcomes and experience. You will be instrumental in equipping Formic’s various teams to consistently deliver high performance automation solutions with superb customer experience. As Customer Success Manager, you will: - Serve as the primary consultative partner and point of contact for the group of customers you are responsible for: building strong relationships; facilitating technical, operational, training, and administrative support; and identifying opportunities for expansion. - Oversee a regular cadence of communication and site visits (including regular travel throughout your region) to assess satisfaction with deployed robotic automation systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement. - Monitor & manage health and engagement by using diagnostic tools and strategic communication, identifying and mitigating potential relationship and experience risks. - Collaborate with Formic’s Sales, Deployment, and Service teams to guide customers - particularly first time automation buyers - through their automation journey. - Identify opportunities for growth of products and services within existing accounts, including deployment of additional like-for-like solutions, or upstream or downstream standard solutions. - Leverage understanding of customers’ businesses to provide feedback for new product offerings and service enhancements for Formic to better serve their needs. What makes you a great fit: - 3-5+ years of experience in a manufacturing operations role (e.g. Plant or Production Manager/Supervisor/Process Engineering Leader) in a manufacturing or production operations environment. - Familiarity with robotic automation systems in a manufacturing or production environment (e.g. robotic automation of palletizing, de-palletizing, case packing, machine tending, welding, injection molding). - Outstanding communication and stakeholder management skills–able to build trusting relationships with diverse stakeholders and audiences and collaborate cross-functionally - Strong judgment and calm execution during escalations, shifting priorities, and time-sensitive customer needs - Ability to identify expansion opportunities through strong relationships, customer insight, and operational outcomes - Proficiency with CRM and customer relationship management tools such as Salesforce, ticketing systems, or project tracking platforms - Strong operational discipline, follow-through, and ability to manage multiple priorities simultaneously - Experience working with industrial, manufacturing, hardware, robotics, or operationally complex customers preferred - Experience working successfully with a portfolio of industrial automation users leading to adoption, expansion and renewals preferred–ideally of technical platforms and solutions - Consultative sales experience is a plus - Ability to travel ~30% of the time to customer sites across their region, living in close proximity to a major airport - Holding a current, valid driver’s license and access to a vehicle What we look for: We’re building this company from the ground up, and every person we hire has an outsized impact on our culture, performance, and trajectory. While each team member brings unique strengths and perspectives, we look for people who align with our Operating Principles and embody them in action. If this sounds like you, Formic may be the right place for you! - Fearless Optimism: You make bold bets and default optimistic. You believe in the mission, aren’t paralyzed by risk, and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesn’t yet exist. - Create the Magic: You absorb complexity so customers don’t have to. Whether your customer is external or internal, you focus on delivering experiences that are clear, fast, value-added, and outcome-driven. You don’t say “not my job.” You make things work. - Today, Not Tomorrow: You have a bias to action. You close the loop. You take extreme ownership. You understand that speed compounds, and you don’t confuse activity with results. - Seek Truth: You think from first principles. You value data over ego and strong opinions loosely held. You’re willing to challenge assumptions, including your own, in pursuit of the best answer. - Made of Rubber: You are resolute and adaptable. When things break or priorities shift, you rebound stronger. You treat setbacks as learning moments and move forward with grit. - One Formic: You operate without silos. You practice radical helpfulness, document clearly, and make clean handoffs. You assume positive intent and prioritize team success over individual credit. Equal Opportunity Employment: Formic is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, or any other basis protected by law. All employment decisions are based on a person’s merit, business needs, and role requirements. If you require further accommodations or have questions regarding accessibility of our roles, please reach out to [email protected]. AI Use: At Formic, fairness and transparency are at the heart of our hiring process. We use AI-powered tools in some interviews to help our teams evaluate candidate responses, but all final hiring decisions are made by humans. You can learn more about how AI is used in our recruitment process by reviewing our AI Hiring Disclosure linked here.