Customer Success Manager

Formic • Oakland, CA

15d

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. Its Customer Success team helps customers achieve optimal adoption and use of deployed automation and supports their continued automation journey.

The Customer Success Manager serves as the primary point of contact and advisory partner for a portfolio of customers. The role involves consulting with customers in the field, coordinating technical, operational, training, and administrative support across Formic, and building relationships that support successful outcomes after deployment. The manager monitors customer health and engagement, addresses potential relationship and experience risks, and identifies opportunities to expand existing accounts.

The role also represents the customer internally, sharing feedback and recommendations to improve Formic’s products, processes, and service delivery. Regular travel to customer sites across the assigned region is expected.

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 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 simultaneously.
• Ability to travel approximately 30% of the time to customer sites across the region and live in close proximity to a major airport.
• Current, valid driver’s license and access to a vehicle.

Nice To Haves

• Experience working successfully 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 relationships, facilitating support, and identifying expansion opportunities.
• Maintain regular customer communications and conduct site visits to assess satisfaction, resolve relationship issues, provide or facilitate training, solicit feedback, and identify opportunities for growth and improvement.
• Monitor customer health and engagement using diagnostic tools and strategic communication; 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 solutions and upstream or downstream standard solutions.
• Use knowledge of customers’ businesses to provide feedback for new product offerings and service enhancements.
• Represent the customer internally and recommend product and process improvements that help Formic teams deliver high-performing automation solutions and a strong customer experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed