Customer Success Manager - Bolingbrook, IL

Formic•Bolingbrook, IL

5d•$115,000 - $140,000

About The Position

Formic is a manufacturing automation company that provides industrial robotics, proprietary software, and full-service support through a Robotics-as-a-Service model. The Customer Success team helps customers realize the benefits of deployed automation and supports their adoption and continued use of Formic’s solutions. The Customer Success Manager serves as the primary point of contact and advisory partner for a portfolio of customers. The role includes consulting with customers in the field, coordinating technical, operational, training, and administrative support, monitoring customer health and engagement, mitigating relationship risks, and identifying opportunities to expand existing accounts. The position also serves as a voice of the customer within Formic, using customer feedback to inform product and process improvements. The role involves regular customer communication and site visits, including travel across the assigned region. The compensation range is $115,000–$140,000 USD. Final compensation packages are customized based on experience, location, market considerations, and the candidate’s preferred balance of cash and equity.

Requirements

3–5+ years of experience in a manufacturing operations role, such as Plant Manager, Production Manager, 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 trust 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.
Live in close proximity to a major airport.
Hold a current, valid driver’s license and have 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 for technical platforms and solutions.
Consultative sales experience.

Responsibilities

Serve as the primary consultative partner and point of contact for assigned customers, building relationships, facilitating support, and identifying expansion opportunities.
Maintain a regular cadence of customer communication and site visits to assess satisfaction, address relationship issues, provide or facilitate training, solicit feedback, and identify growth and improvement opportunities.
Monitor customer health and engagement using diagnostic tools and strategic communication, and identify and mitigate 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 grow products and services within existing accounts, including additional like-for-like deployments and upstream or downstream standard solutions.
Use knowledge of customers’ businesses to provide feedback that informs new product offerings and service enhancements.
Represent the customer internally and recommend product and process improvements to help teams deliver effective automation solutions and customer experiences.

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 covered and 75% coverage for dependents; optional buy-up plans are available.
Flexible spending account (FSA) and dependent care flexible spending account (DCFSA).
Employer-paid life insurance and short- and long-term disability insurance.
Employee Assistance Program.
Up to 12 weeks of paid parental leave.
Company-sponsored 401(k) plan.
One-time home office stipend for fully remote and hybrid employees.
Monthly cell phone reimbursement.
Flexible time off (PTO).