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ManagerFull-timeRustGoAI
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Success Manager to join Formic, a company reshaping American manufacturing through automation. This role focuses on ensuring customers realize measurable value from our automation solutions, serving as the central point of contact for customer coordination and engagement.
Key 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 onboarding success by ensuring timelines, documentation, and internal handoffs are executed cleanly
- →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 action before issues escalate
- →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
- →Capture and amplify 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
- ✓Experience working with industrial, manufacturing, hardware, robotics, or operationally complex customers preferred
- ✓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 trust, insight, and customer outcomes
- ✓Proficiency with CRM and customer workflow tools (Salesforce, ticketing systems, project tracking tools)
- ✓Located in the Eastern Time Zone (preference for Philadelphia, New York State, or Washington DC areas)
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