Customer Success Manager

Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As a Customer Success Manager, you will own the customer relationship from pre-deployment through long-term engagement, ensuring a seamless experience and sustained value realization.

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 successful onboarding by ensuring timelines, documentation, and internal handoffs are executed effectively
• 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 proactive action when issues arise
• 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 elevate 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

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 strong relationships, customer insight, and operational outcomes
• Proficiency with CRM and customer workflow tools such as Salesforce, ticketing systems, or project tracking platforms
• Based in or located within the Eastern Time Zone, with preference for candidates located in the Philadelphia, New York, or Washington DC areas
• Experience working with industrial, manufacturing, hardware, robotics, or operationally complex customers