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 Go-To-Market Team

The Go-To-Market Team is responsible for ensuring our customers realize measurable value from the automation we deploy. From pre-deployment coordination through onboarding and long-term engagement the team drives adoption strengthens relationships and ensures customers achieve operational outcomes that matter.

Customer Success serves as the connective tissue between our customers and internal teams ensuring expectations are clear communication is proactive and execution is coordinated. We also surface customer feedback and insights to continuously improve the product delivery experience and long-term customer outcomes.

As our Customer Success Manager you will own the customer relationship from pre-deployment through long-term engagement ensuring a seamless experience and sustained value role serves as the central point of contact for customer coordination orchestrating internal teams documentation and communication to ensure onboarding and ongoing engagement are proactive clear and consistent.

Success in this role requires strong operational discipline the ability to anticipate risk and a customer-advocacy mindset that surfaces feedback internally improves the customer experience and identifies opportunities to expand impact over time.

As a Customer Success Manager you will:

• Own the customer relationship from pre-deployment through long-term engagement
• Serve as the primary point of contact for customer communication and non-technical coordination
• Drive onboarding success by ensuring timelines documentation and internal handoffs are executed cleanly
• Partner cross-functionally with Sales Fleet Operations and Engineering to align customer expectations and delivery execution
• Monitor customer health engagement and risk signals and take action before issues escalate
• Manage customer communications during key milestones changes and escalations to maintain trust and clarity
• Identify opportunities to expand customer impact by understanding operational goals and usage patterns
• Partner with Sales to support expansion opportunities through strong relationships and customer insight
• Capture and amplify the voice of the customer to inform product process and experience improvements
• Maintain accurate documentation and internal visibility into customer status risks and next steps

What makes you a great fit:

• 37 years of experience in customer success account management client services or customer-facing program management
• Proven ability to manage complex customer relationships and drive outcomes through cross-functional coordination
• Strong operational discipline follow-through and ability to manage multiple priorities simultaneously
• Experience working with industrial manufacturing hardware robotics or operationally complex customers preferred
• Excellent written and verbal communication skills with confidence in customer-facing conversations
• Comfort navigating ambiguity and evolving processes in a fast-growth environment
• Strong judgment and calm execution during escalations shifting priorities and time-sensitive customer needs
• Ability to identify expansion opportunities through trust insight and customer outcomes
• Proficiency with CRM and customer workflow tools (Salesforce ticketing systems project tracking tools)
• Located in the Eastern Time Zone (preference for Philadelphia New York State or Washington DC areas)

What we look for:

Were 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 arent paralyzed by risk and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesnt yet exist.
• Create the Magic: You absorb complexity so customers dont have to. Whether your customer is external or internal you focus on delivering experiences that are clear fast value-added and outcome-driven. You dont 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 dont confuse activity with results.
• Seek Truth: You think from first principles. You value data over ego and strong opinions loosely held. Youre 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 persons merit business needs and role requirements. If you require further accommodations or have questions regarding accessibility of our roles please reach out to.

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 linkedhere.