Customer Success Manager - Philadelphia, PA

Formic•Philadelphia, PA

About The Position

Formic is making industrial automation accessible to manufacturers through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support. The Customer Success team helps customers get the most from deployed automation by advising on adoption and usage, supporting their automation journey, and identifying opportunities for further growth. The Customer Success Manager is the primary point of contact and consultative partner for a portfolio of customers. The role builds strong relationships, develops an understanding of customers’ business goals and challenges, and coordinates technical, operational, training, and administrative support across Formic. It monitors customer health and engagement, mitigates risks, identifies expansion opportunities, and brings customer feedback to internal teams to improve products, processes, and customer outcomes. The position includes regular travel and customer site visits across the assigned region.

Requirements

3–5+ years of experience in a manufacturing operations role, such as Plant or Production Manager/Supervisor or Process Engineering Leader, in a manufacturing or production operations environment.
Familiarity with robotic automation systems in manufacturing or production, such as palletizing, de-palletizing, case packing, machine tending, welding, or injection molding.
Outstanding communication and stakeholder management skills, including the ability to build trust with diverse stakeholders and collaborate cross-functionally.
Sound 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 with industrial, manufacturing, hardware, robotics, or operationally complex customers.
Experience managing a portfolio of industrial automation users and driving 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 technical, operational, training, and administrative support, and identifying expansion opportunities.
Maintain regular communication and conduct customer site visits to assess satisfaction with deployed robotic automation systems, resolve relationship issues, facilitate and offer training, gather feedback, and identify growth and improvement opportunities.
Monitor and manage 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 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.

Benefits

Equity through Formic’s stock option program.
Competitive, uncapped commission structure for commission-eligible roles.
Medical, dental, and vision insurance through Blue Cross Blue Shield and Unum, with 99% of employee premiums covered and 75% coverage for dependents; optional buy-up plans are available.
FSA and DCFSA, life insurance, short-term disability, and long-term disability through Unum, all 100% employer-paid.
Fully funded 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 toward personal phone and internet expenses.
Flexible time off.