Customer Success Manager

Formic•Washington, DC

About The Position

Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise, costs increase, and global competition intensifies, automation is no longer optional for manufacturers that want to stay competitive. We deliver automation through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support into a single, integrated solution. By removing the traditional barriers of cost, complexity, and risk, we enable manufacturers to deploy automation quickly and realize measurable gains in throughput, safety, and operational efficiency without large upfront capital investment. Backed by leading investors including Lux Capital, Initialized Capital, Blackhorn Ventures, and Mitsubishi HC Capital North America, Formic is scaling rapidly and building the foundation for a new era of high-performance, Made in America production. About the Go-To-Market Team The Go-To-Market Team is responsible for ensuring our customers realize measurable value from the automation we deploy. From pre-deployment coordination through onboarding and long-term engagement, the team drives adoption, strengthens relationships, and ensures customers achieve operational outcomes that matter. Customer Success serves as the connective tissue between our customers and internal teams, ensuring expectations are clear, communication is proactive, and execution is coordinated. We also surface customer feedback and insights to continuously improve the product, delivery experience, and long-term customer outcomes. As our Customer Success Manager, you will own the customer relationship from pre-deployment through long-term engagement, ensuring a seamless experience and sustained value realization. This role serves 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 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 trust, insight, and customer outcomes
Proficiency with CRM and customer workflow tools (Salesforce, ticketing systems, project tracking tools)
Located in the Eastern Time Zone (preference for Philadelphia, New York State, or Washington DC areas)

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 onboarding success by ensuring timelines, documentation, and internal handoffs are executed cleanly
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 action before issues escalate
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 amplify 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