Customer Success Manager Job at Formic

Customer Success Manager

Formic

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Salary:

100000.00 - 130000.00 USD / Year

Save Job

Apply Position

Job Description:

As our Customer Success Manager, you will play a critical role in ensuring seamless pre-deployment coordination, smooth onboarding and ongoing engagement that delights our customers. You’ll serve as the central point of contact, orchestrating internal teams, managing documentation and communication, and fostering strong, enduring relationships with customers. You’ll be their advocate and their liaison for all non-technical needs - ensuring that every interaction with Formic is proactive, professional, and impactful. Additionally, you will play a pivotal role in identifying opportunities for expansion and amplifying customer voices within Formic, delivering feedback and insights that inform product, process, and experience improvements. Through thoughtful coordination and relationship-building, you’ll help our customers feel supported at every step of their automation journey.

Job Responsibility:

Act as the communication hub for customer questions, serving as a strategic business partner and primary support resource
Ensure a smooth and professional handoff from Sales, with clear documentation of customer goals and expectations
Lead onboarding sessions introducing tools, contacts, processes, and escalation paths
Coordinate customer kickoff meetings with Deployment Project Managers, confirming scope, stakeholders, and timelines
Coordinate internal handoffs between Sales, Solutions, Deployment and Field Service teams
Ensure all customer legal, financial, and operational documentation is complete prior to deployment
Coordinate internal teams to resolve customer requests outside of technical service (e.g., billing, scheduling, reporting)
Collect and synthesize customer feedback on deployment and any open items, ensuring a smooth transition to steady-state operations
Own all post-deployment administrative activities, including scheduling training, securing legal documentation (e.g., Certificates of Insurance, tax certifications)
Serve as the “always-on” liaison for day-to-day communication
Act as a liaison and support resource for the Formic Automation Community
Partner with Marketing to identify PR and customer story opportunities
Run NPS surveys and analyze trends in partnership with the CS team. Review results and create follow-up actions to drive continuous improvement
Maintain “voice of the customer” documentation for executive and sales use
Proactively distribute updates on downtime, new features, and service improvements

Requirements:

3+ years of customer engagement, project management, account management, or related experience, ideally within industrial automation or manufacturing environments
Demonstrated business acumen and manufacturing fluency
can clearly articulate value and ROI
High ownership mentality, thrives in fast paced environments and is proactive in building new processes
Demonstrated ability to manage multiple stakeholders and drive adoption of technical solutions
Strong organizational skills with exceptional attention to detail and documentation
Outstanding communication and interpersonal skills, with the ability to build trust-based, outcome-oriented relationships
Ability to identify expansion opportunities within existing customers
Passion for delivering excellent customer experiences and championing customer needs
Willingness and ability to travel up to 25% to build and maintain relationships and support critical deployment milestones

What we offer:

Equity in Formic
Comprehensive Healthcare Coverage: 99% covered Medical, Dental, and Vision insurance plans, with 75% coverage for dependents
Additional Fully Covered Insurance Benefits: FSA & DCFSA, Life Insurance, Short-Term Disability, and Long-Term Disability
Employee Assistance Program (EAP)
Paid Parental Leave
Company-sponsored 401(k)
Home Office Stipend
Monthly Cell-Phone Reimbursement
Flexible Time-Off
Paid Company Holidays

Additional Information:

Job Posted:
January 03, 2026

Employment Type:

Fulltime

Work Type:

Remote work

Formic - All Job Offers

Job Link Share:

Looking for more opportunities? Search for other job offers that match your skills and interests.

Welcome to CrawlJobs.com –
Your Global Job Discovery Platform

At CrawlJobs.com, we simplify finding your next career opportunity by bringing job listings directly to you from all corners of the web. Using cutting-edge AI and web-crawling technologies, we gather and curate job offers from various sources across the globe, ensuring you have access to the most up-to-date job listings in one place.