Senior 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 Pay-for-Productivity robotics solutions combine the best automation technology, tools, and uptime services for manufacturers, paving the way for a new era of supercharged efficiency and competitiveness. 

As the world faces growing pressure from rising costs and labor shortages, Formic is a uniquely powerful tool in overcoming these challenges.  Fueled by our vision for a resurged “Made in America,” we’re growing fast - achieving 70% quarterly growth in customer count and ARR, with ~30% of our customers having already deployed multiple systems.  

Supporting us in our mission, with investments thus far totaling over $30 million, are backers including Lux Capital, Initialized Capital 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 for them through all facets of our relationship. The team drives adoption and optimal usage of our automation solutions, as well as helps customers continue their automation journey by serving as a resource to identify additional automation opportunities.

As Senior Customer Success Manager, you will serve as the primary point of contact for customers coordinating interaction with the various groups within Formic for the optimal delivery of technical, operational, training, billing, and administrative support. You will monitor customer health and engagement, mitigating potential relationship and experience risks, and identifying opportunities for growth within existing accounts.  You will build and maintain strong relationships with customers and will develop a deep understanding of their business goals, challenges, and needs.  As a consultative partner for our customers, you will leverage that knowledge and customer feedback to provide customized insights & recommendations and value-added products & services to facilitate growth and expansion within customer accounts.  This position is highly impactful in helping Formic fulfill its aspirations to be a valued partner in enabling customers’ adoption of automation.

Additionally, you will serve as a voice of the customer within Formic, delivering feedback and recommendations internally to drive product and process improvements to yield better outcomes and experience for our customers. You will be instrumental in equipping Formic’s various teams to consistently deliver high performance automation solutions in a way that yields a superb customer experience.

As Senior Customer Success Manager, you will:

• Serve as the primary point of contact for assigned customers, serving as a resource and partner to facilitate technical, operational, training, and administrative support
• Collaborate with Formic’s Sales, Product & Solutions, Deployment, and Monitoring & Maintenance Teams to guide customers - particularly 1st time automation buyers - through the onboarding & deployment process
• Identify, develop, and implement training approaches that speed the adoption of newly deployed systems
• Monitor & manage customer health and engagement by using diagnostic tools and frequent customer interactions, identifying and mitigating potential relationship and experience risks
• Oversee a regular cadence of customer checkpoints to assess satisfaction with deployed systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement
• Serve as a consultative partner for existing customers by providing customized insights and recommendations, value-added products and services, and customer-specific automation journeys for customers
• Identify opportunities for growth within existing customer accounts, including deployment of additional like-for-like standard solutions, upstream or downstream standard solutions, or non-standard solutions that would be of value to our customers
• Leverage understanding of customers’ businesses and feedback to provide insights for new product offerings and service enhancements that Formic can create to better serve customer needs and address their challenges
• Lead the build out and continuous improvement of Formic’s customer enablement playbook
• Collaborate with Formic’s Marketing team to develop, distribute, and follow up on Formic marketing and sales collateral, new product offerings, and best pract