Customer Success Manager at Formic

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.
Demonstrated ability to manage multiple stakeholders and drive adoption of technical solutions.
Strong organizational skills with exceptional attention to detail and documentation.
Outstanding communication and interpersonal skills, with the ability to build trust-based, outcome-oriented relationships.
Ability to identify expansion opportunities within existing customers.
Passion for delivering excellent customer experiences and championing customer needs.
Willingness and ability to travel up to 25% to build and maintain relationships and support critical deployment milestones.

Our Total Rewards

At Formic, we believe you perform your best when you're supported in caring for yourself and your loved ones. That's why we've thoughtfully designed a comprehensive benefits and perks package for our full-time, U.S.-based team members, including:

Equity in Formic: Own a meaningful stake in a fast-growing Series A startup, backed by leading global investors
Comprehensive Healthcare Coverage: 99% covered Medical, Dental, and Vision insurance plans, with 75% coverage for dependents, provided by Blue Cross Blue Shield and Guardian
Additional Fully Covered Insurance Benefits: FSA & DCFSA, Life Insurance, Short-Term Disability, and Long-Term Disability through Guardian, all 100% employer-paid
Employee Assistance Program (EAP): Fully funded by Formic and provided via Guardian, offering support when you need it most
Paid Parental Leave: Generous parental leave to support our employees and their growing families
Company-sponsored 401(k): Invest in your future with our company-backed retirement savings plan
Home Office Stipend: A one-time allowance for fully remote employees to set up your ideal at-home or on the road work environment
Monthly Cell-Phone Reimbursement: Monthly stipend toward phone and internet expenses
Flexible Time-Off: Take the time you need, when you need it, supported by our flexible PTO policy
Paid Company Holidays: Celebrate important dates with paid time off

Compensation Philosophy

Formic’s compensation packages - including salaries and equity - are thoughtfully benchmarked against peer companies at a similar growth stage. Equity represents a critical part of our mutual investment: when Formic succeeds, so do you.

Final compensation packages are carefully customized based on candidate preference for cash and equity balance, experience, geographic location, and market considerations. Our goal is to attract and reward top talent who will significantly impact our organization. We're open to meaningful discussions about compensation structure to secure exceptional team members.

The anticipated base pay range for this position is detailed below.

Base Salary Range:

$100,000—$130,000 USD

What we look for:

We’re building a company from the ground up, so every single person we hire has a massive impact on our team, culture, and ability to accomplish our mission. While each individual brings their own unique skills and perspectives to Formic, we look for people who share our vision and act in alignment with our Operating Principles. If this sounds like you, Formic could be the place for you!

Fearless Optimism: You share our ambitious vision of what we can accomplish. You’re aware of the challenges we will face as a startup doing new things in an old space, but you’re energized by the incredible opportunity we have to drive change for our customers, and for the manufacturing industry at large.
Factories First: You have a strong customer focus, no matter who your customer is. You seek to make things easier and better for our customers, even if it makes your job a little harder.
Today, Not Tomorrow: There are always plenty of projects to tackle in a startup, but you prioritize, take accountability for work, and have a bias toward action.
Be Right Often: You don’t do things just because that’s how they’ve always been done. You keep looking for ways to improve, seek out feedback along the way, and back your decisions up with data.
Made of Rubber: Just like rubber, when you fall you bounce back up. You know there’s going to be a lot of challenge and change in our work ahead but you are adaptable, resilient, and ready to thrive through it all.
Good Baton Passes: You work with a desire to make things easier and better for your team members. You use empathy to understand the needs and goals of others and support each other so Formic can be successful together.

Equal Opportunity

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.

Customer Success Manager

AI overview

Our Total Rewards

Compensation Philosophy

Perks & Benefits Extracted with AI