Customer Success Manager

Who We Are:

At Formic, we’re on a mission to revolutionize American manufacturing and create more abundance in the world. We believe in continuing the American legacy of innovation by making automation accessible to all manufacturers and increasing their factory productivity by 10x. 

Built upon deep expertise in robotics and manufacturing, our unique full service automation solutions combine the best automation technology, software, and analysis tools for manufacturers with best in class uptime, support, and maintenance services. We are creating a new era of supercharged efficiency and competitiveness for US manufacturers.   As the world faces growing pressure from tariffs, rising costs, and labor shortages, Formic is uniquely positioned as the industry leading solution to overcome these challenges.  Fueled by our vision for a re-industrialized domestic supply chain, everything we do is aimed at growing “Made in America” products. And we’re growing fast - achieving 7x growth in production hours YoY.

Supporting us in our mission, with investments thus far totaling over $60 million, are backers including Lux Capital, Initialized Capital, Blackhorn Ventures, Mitsubishi HC Capital NA, and CEOs and founders of multiple Fortune 50 companies.

About the Customer Success Team

Customer Success is dedicated to helping our customers get the most out of the automation we deploy, facilitating a superb customer experience through every phase of the relationship from onboarding to long-term engagement. Our team drives adoption and optimal usage of automation solutions, acts as a trusted resource for customers, identifies opportunities for expansion and ensures they have an exceptional experience with Formic.

As our Customer Success Manager, you will play a critical role in ensuring seamless pre-deployment coordination, smooth onboarding and ongoing engagement that delights our customers. You’ll serve as the central point of contact, orchestrating internal teams, managing documentation and communication, and fostering strong, enduring relationships with customers. You’ll be their advocate and their liaison for all non-technical needs - ensuring that every interaction with Formic is proactive, professional, and impactful.

Additionally, you will play a pivotal role in identifying opportunities for expansion and amplifying customer voices within Formic, delivering feedback and insights that inform product, process, and experience improvements. Through thoughtful coordination and relationship-building, you’ll help our customers feel supported at every step of their automation journey.

As a Customer Success Manager, you will:

• 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.

What makes you a great fit:

• 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.
• Demon