Customer Success Manager - Philadelphia, PA

Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As Customer Success Manager, you will serve as the primary point of contact and advisory partner for customers, visiting and consulting with them in the field and driving solutions across various groups within Formic for optimal delivery of technical, operational, training and administrative support for industrial robot systems.

Responsibilities

Serve as the primary consultative partner and point of contact for the group of customers you are responsible for: building strong relationships, facilitating technical, operational, training, and administrative support, and identifying opportunities for expansion; Oversee a regular cadence of communication and site visits (including regular travel throughout your region) to assess satisfaction with deployed robotic automation systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement; Monitor and manage health and engagement by using diagnostic tools and strategic communication, identifying and mitigating potential relationship and experience risks; Collaborate with Formic's Sales, Deployment, and Service teams to guide customers, particularly first time automation buyers, through their automation journey; Identify opportunities for growth of products and services within existing accounts, including deployment of additional like-for-like solutions, or upstream or downstream standard solutions; Leverage understanding of customers' businesses to provide feedback for new product offerings and service enhancements for Formic to better serve their needs; Act as the voice of the customer within Formic, delivering feedback and recommendations internally to drive product and process improvements

Requirements

3-5+ years of experience in a manufacturing operations role (e.g. Plant or Production Manager/Supervisor/Process Engineering Leader) in a manufacturing or production operations environment; Familiarity with robotic automation systems in a manufacturing or production environment (e.g. robotic automation of palletizing, de-palletizing, case packing, machine tending, welding, injection molding); Outstanding communication and stakeholder management skills, able to build trusting relationships with diverse stakeholders and 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 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 ~30% of the time to customer sites across their region, living in close proximity to a major airport; Holding a current, valid driver's license and access to a vehicle

Nice to have

Experience working with industrial, manufacturing, hardware, robotics, or operationally complex customers; Experience working successfully with a portfolio of industrial automation users leading to adoption, expansion and renewals, ideally of technical platforms and solutions; Consultative sales experience

Benefits

Equity in Formic through stock option program; Competitive and uncapped commission structure for 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; 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; Paid parental leave program of up to 12 weeks; Company-sponsored 401(k); Home office stipend for fully remote and hybrid employees; Monthly cell phone reimbursement; Flexible time off