Customer Success Manager

Role Overview

The Customer Success Manager will serve as the primary point of contact and advisory partner for customers, 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.

What You Will Do

The role involves building strong relationships with customers, facilitating technical, operational, training, and administrative support, and identifying opportunities for expansion. The Customer Success Manager will also oversee a regular cadence of communication and site visits to assess satisfaction with deployed robotic automation systems, address relationship issues, and identify opportunities for growth and improvement.

Why It Might Be a Fit

To be a great fit, the ideal candidate will have 3-5+ years of experience in a manufacturing operations role, familiarity with robotic automation systems, and strong communication and stakeholder management skills. They will also be able to identify expansion opportunities through strong relationships, customer insight, and operational outcomes.

Requirements

• 3-5+ years of experience in a manufacturing operations role
• Familiarity with robotic automation systems
• Outstanding communication and stakeholder management skills
• 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
• 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

Benefits

• Equity in Formic
• Competitive & Uncapped Commission Structure
• Comprehensive Healthcare Coverage
• Additional Insurance Benefits
• Employee Assistance Program (EAP)
• Paid Parental Leave Program
• Company-sponsored 401(k)
• Home Office Stipend
• Monthly Cell Phone Reimbursement
• Flexible Time Off