Customer Success Manager - Bolingbrook, IL

Formic•Bolingbrook, IL

About The Position

Formic is hiring a Customer Success Manager to help manufacturing customers get the most from its industrial robotic automation solutions. The role serves as the primary point of contact and advisory partner for a portfolio of customers, building relationships, understanding customers’ business goals and challenges, and coordinating technical, operational, training, and administrative support across Formic. The Customer Success Manager maintains regular customer communication and conducts site visits across their region to assess satisfaction, address concerns, facilitate training, gather feedback, and identify opportunities for improvement or expansion. The role monitors customer health and engagement, mitigates relationship and experience risks, and works with Sales, Deployment, and Service teams to guide customers through their automation journey, particularly customers new to automation. The position also identifies opportunities to expand products and services within existing accounts and shares customer insights with Formic to inform product offerings and service improvements. The role requires approximately 30% travel to customer sites, a current valid driver’s license, and access to a vehicle.

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, with the ability to build trust with diverse audiences 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.
Ability to travel approximately 30% of the time to customer sites across the region.
Current, valid driver’s license and access to a vehicle.
Living in close proximity to a major airport.

Nice To Haves

Experience 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 an assigned group of customers.
Build strong customer relationships and coordinate technical, operational, training, and administrative support.
Maintain regular customer communication and conduct site visits to assess satisfaction, resolve relationship issues, facilitate training, solicit feedback, and identify growth opportunities.
Monitor customer health and engagement using diagnostic tools and strategic communication, and identify and mitigate relationship or experience risks.
Collaborate with Sales, Deployment, and Service teams to guide customers through their automation journey.
Identify opportunities to expand products and services in existing accounts, including additional similar solutions and upstream or downstream standard solutions.
Use knowledge of customer businesses to provide feedback on potential product offerings and service enhancements.

Benefits

Equity through a 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 and short- and long-term disability insurance.
Employee Assistance Program.
Up to 12 weeks of paid parental leave.
Company-sponsored 401(k) retirement savings plan.
One-time home office stipend for fully remote and hybrid employees.
Monthly cell phone reimbursement.
Flexible time off.