Customer Project Manager - Manufacturing Automation

Formic

1d•$100,000 - $130,000

About The Position

As a Customer Operations Project Manager, you will own the customer relationship from pre-deployment through long-term engagement, ensuring a seamless experience and sustained value realization. You will serve 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 customer impact over time.

Requirements

3–7+ 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
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 strong relationships, customer insight, and operational outcomes
Proficiency with CRM and customer workflow tools such as Salesforce, ticketing systems, or project tracking platforms

Nice To Haves

Experience working with industrial, manufacturing, hardware, robotics, or operationally complex customers preferred

Responsibilities

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 successful onboarding by ensuring timelines, documentation, and internal handoffs are executed effectively
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 proactive action when issues arise
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 elevate 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

Benefits

Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors
Competitive & Uncapped Commission Structure: Designed to reward performance and impact in commission-eligible roles
Comprehensive Healthcare Coverage: Medical, dental, and vision insurance through Blue Cross Blue Shield and Unum, with 99% of employee premiums covered and 75% coverage for dependents, with optional buy-up plans available
Additional Insurance Benefits: FSA and DCFSA, life insurance, short-term disability, and long-term disability through Unum, all 100% employer-paid
Employee Assistance Program (EAP): Fully funded by Formic, offering support when you need it most
Paid Parental Leave Program: Up to 12 weeks of paid parental leave
Company-sponsored 401(k): Invest in your future with our company-facilitated retirement savings plan
Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup
Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses
Flexible Time Off: Take the time you need, when you need it, supported by our flexible PTO policy