Customer Success Manager

Formic • San Francisco, CA

14d

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 get the most from deployed automation by consulting on adoption and optimal use, supporting customers throughout their relationship with Formic, and identifying opportunities to continue their automation journey.

The Customer Success Manager is the primary point of contact and advisory partner for a portfolio of customers. The role includes field visits and consultation, coordination of technical, operational, training, and administrative support, and management of customer health and engagement after deployment. The manager builds relationships, understands customer goals and challenges, mitigates relationship risks, identifies account growth opportunities, and represents the voice of the customer internally to inform product and process improvements. Regular regional travel to customer sites is required.

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, such as palletizing, depalletizing, case packing, machine tending, welding, or injection molding.
• Outstanding communication and stakeholder-management skills, including the ability to build trusting relationships 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 strong relationships, customer 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 successfully 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 communications and site visits to assess satisfaction, address relationship issues, provide or facilitate training, collect feedback, and identify growth and improvement opportunities.
• Monitor customer health and engagement using diagnostic tools and strategic communication, and identify and mitigate potential relationship or 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 understanding of customers’ businesses to provide feedback that informs new product offerings and service enhancements.
• Represent the voice of the customer within Formic and share recommendations to improve products, processes, delivery, and customer experience.

What This Job Offers

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