Customer Success Manager

Formic•Chicago, IL

15d•$115,000 - $160,000

About The Position

Formic is seeking a Customer Success Manager to serve as the primary point of contact and advisory partner for a portfolio of customers using its industrial robotic automation systems. The role focuses on helping customers achieve strong adoption and optimal usage, coordinating technical, operational, training, and administrative support, and identifying opportunities to expand their automation programs. The Customer Success Manager will build trusted customer relationships, understand customer business goals and challenges, monitor account health and engagement, and address potential relationship or experience risks. The position includes regular customer communication and site visits, with travel throughout the assigned region. The role also collaborates with Formic’s Sales, Deployment, and Service teams and shares customer feedback internally to inform product offerings, service enhancements, and process improvements.

Requirements

3–5+ years of experience in a manufacturing operations role, such as Plant Manager, Production Manager or Supervisor, or Process Engineering Leader, in a manufacturing or production operations environment.
Familiarity with robotic automation systems in a manufacturing or production environment.
Outstanding communication and stakeholder management skills, including the ability to build trusting relationships with diverse stakeholders and collaborate cross-functionally.
Strong judgment and calm execution during escalations, shifting priorities, and time-sensitive customer needs.
Ability to identify expansion opportunities through customer relationships, insight, and operational outcomes.
Proficiency with CRM and customer relationship management tools such as Salesforce, ticketing systems, or project tracking platforms.
Strong operational discipline, follow-through, and ability to manage multiple priorities simultaneously.
Ability to travel approximately 30% of the time to customer sites across the assigned region.
Residence in close proximity to a major airport.
Current, valid driver’s license and access to a vehicle.

Nice To Haves

Experience working with industrial, manufacturing, hardware, robotics, or operationally complex customers.
Experience managing a portfolio of industrial automation users to drive adoption, expansion, and renewals, ideally involving technical platforms and solutions.
Consultative sales experience.

Responsibilities

Serve as the primary consultative partner and point of contact for assigned customers, building strong relationships and facilitating technical, operational, training, and administrative support.
Maintain a regular cadence of customer communication and site visits to assess satisfaction, address relationship issues, facilitate training, solicit feedback, and identify growth and improvement opportunities.
Monitor customer health and engagement using diagnostic tools and strategic communication, identifying and mitigating potential relationship and experience risks.
Collaborate with Sales, Deployment, and Service teams to guide customers, particularly first-time automation buyers, through their automation journey.
Identify opportunities to expand products and services within existing accounts, including additional like-for-like solutions and upstream or downstream standard solutions.
Use knowledge of customers’ businesses to provide feedback on new product offerings and service enhancements.
Represent the voice of the customer within Formic and provide feedback and recommendations that support product, process, and customer-experience improvements.

Benefits

Equity through Formic’s stock option program.
Competitive and uncapped commission structure for commission-eligible roles.
Medical, dental, and vision insurance, with 99% of employee premiums and 75% of dependent premiums covered; optional buy-up plans are available.
Flexible spending account (FSA) and dependent care flexible spending account (DCFSA).
Employer-paid life insurance, short-term disability, and long-term disability.
Employee Assistance Program (EAP).
Up to 12 weeks of paid parental leave.
Company-sponsored 401(k).
One-time home office stipend for fully remote and hybrid employees.
Monthly cell phone reimbursement.
Flexible time off.