Who We Are:
At Formic, we’re on a mission to revolutionize American manufacturing and create more abundance in the world. We believe in continuing the American legacy of innovation by making automation accessible to all manufacturers and increasing their factory productivity by 10x.
Built upon deep expertise in robotics and manufacturing, our unique full service automation solutions combine the best automation technology, software, and analysis tools for manufacturers with best in class uptime, support, and maintenance services. We are creating a new era of supercharged efficiency and competitiveness for US manufacturers.
As the world faces growing pressure from tariffs, rising costs, and labor shortages, Formic is uniquely positioned as the industry leading solution to overcome these challenges. Fueled by our vision for a re-industrialized domestic supply chain, everything we do is aimed at growing “Made in America” products. And we’re growing fast - achieving 7x growth in production hours YoY.
Supporting us in our mission, with investments thus far totaling over $60 million, are backers including Lux Capital, Initialized Capital, Blackhorn Ventures, Mitsubishi HC Capital NA, and CEOs and founders of multiple Fortune 50 companies.
About the Customer Success Team
Customer Success is dedicated to helping our customers get the most out of the automation we deploy, facilitating a superb customer experience through every phase of the relationship. Our team drives adoption and optimal usage of automation solutions, acts as a trusted resource for customers, and ensures they have an exceptional experience with Formic from onboarding through long-term engagement.
As our Customer Success Manager focusing on Account Support, 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 a central point of contact, orchestrating internal teams, managing documentation and communication, and fostering strong, enduring relationships with customers. You’ll be their advocate, their liaison, and their concierge for all non-technical needs - ensuring that every interaction with Formic is proactive, professional, and impactful.
Additionally, you will play a pivotal role in 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.
As a Customer Success Manager – Account Support, you will:
- Coordinate customer kickoff meetings with Deployment Project Managers, confirming scope, stakeholders, and timelines.
- Ensure all customer legal, financial, and operational documentation is complete prior to deployment.
- Act as the communication hub for customer questions during the pre-deployment phase.
- Plan and execute deployment events, including naming ceremonies and swag distribution, to foster excitement and engagement.
- Collect and synthesize customer feedback on deployment, ensuring a smooth transition to steady-state operations.
- Own all post-deployment administrative activities, including scheduling training, delivering documentation, and confirming warranty details.
- Coordinate internal teams to resolve customer requests outside of technical service (e.g., billing, scheduling, reporting).
- Provide ongoing “concierge” service for non-technical customer needs.
- Collect and maintain required legal documentation (e.g., Certificates of Insurance, tax certifications).
- Address and resolve billing and invoicing questions or issues.
- Maintain customer contract files and oversee renewal processes.
- 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.
- Serve as the “always-on” liaison for day-to-day communication.
- Act as a liaison and support resource for the Formic Automation Community (FAC).
- Identify customers for PR opportunities, including press releases, case studies, and speaking events.
- Partner with Marketing to develop and publish customer success stories.
- Nominate customers for FAC awards and oversee related recognition initiatives.
- Maintain and update the FAC contact list, including roles, interests, and participation history.
- Manage invitations and reminders for regional events.
- Track attendance and engagement to strengthen community ties.
- Run NPS surveys quarterly and analyze trends in partnership with the Customer Success Analyst.
- Review results and create follow-up actions to drive continuous improvement.
- Maintain “voice of the customer” documentation for executive and sales use.
- Publish a bi-weekly customer newsletter featuring product updates, success stories, and event invitations.
- Proactively distribute updates on downtime, new features, and service improvements.
- Manage ongoing renewal communications to ensure continuity and engagement.
- Coordinate onsite visits for Customer Success Analysts to align with Preventative Maintenance schedules and key customer touchpoints.
What makes you a great fit:
- 3+ years of customer engagement, account management, or related experience within industrial automation or manufacturing environments.
- 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.
- Passion for delivering excellent customer experiences and championing customer needs.
- Willingness to travel as needed (~25–50%) to build relationships and support deployments onsite.
What we look for:
We’re building a company from the ground up, so every single person we hire has a massive impact on our team, culture, and ability to accomplish our mission. While each individual brings their own unique skills and perspectives to Formic, we look for people who share our vision and act in alignment with our Operating Principles. If this sounds like you, Formic could be the place for you!
- Fearless Optimism: You share our ambitious vision of what we can accomplish. You’re aware of the challenges we will face as a startup doing new things in an old space, but you’re energized by the incredible opportunity we have to drive change for our customers, and for the manufacturing industry at large.
- Factories First: You have a strong customer focus, no matter who your customer is. You seek to make things easier and better for our customers, even if it makes your job a little harder.
- Today, Not Tomorrow: There are always plenty of projects to tackle in a startup, but you prioritize, take accountability for work, and have a bias toward action.
- Be Right Often: You don’t do things just because that’s how they’ve always been done. You keep looking for ways to improve, seek out feedback along the way, and back your decisions up with data.
- Made of Rubber: Just like rubber, when you fall you bounce back up. You know there’s going to be a lot of challenge and change in our work ahead but you are adaptable, resilient, and ready to thrive through it all.
- Good Baton Passes: You work with a desire to make things easier and better for your team members. You use empathy to understand the needs and goals of others and support each other so Formic can be successful together.
Equal Opportunity
Formic is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, or any other basis protected by law. All employment decisions are based on a person’s merit, business needs, and role requirements. If you require further accommodations or have questions regarding accessibility of our roles, please reach out to [email protected].
AI Use
At Formic, fairness and transparency are at the heart of our hiring process. We use AI-powered tools in some interviews to help our teams evaluate candidate responses, but all final hiring decisions are made by humans. You can learn more about how AI is used in our recruitment process by reviewing our AI Hiring Disclosure linked here.