Customer Success Manager

Customer Success Manager Own the customer relationship from pre-deployment through long-term engagement and drive measurable value.

Location: New York

Compensation: $100, USD / year

Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise, costs increase, and global competition intensifies, automation is no longer optional for manufacturers that want to stay competitive.

We deliver automation through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support into a single, integrated solution. By removing the traditional barriers of cost, complexity, and risk, we enable manufacturers to deploy automation quickly and realize measurable gains in throughput, safety, and operational efficiency without large upfront capital investment.

Backed by leading investors including Lux Capital, Initialized Capital, Blackhorn Ventures, and Mitsubishi HC Capital North America, Formic is scaling rapidly and building the foundation for a new era of high‑performance, Made in America production.

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. You will serve as the central point of contact for customer coordination, orchestrating internal teams, documentation, and communication to ensure onboarding and ongoing engagement are proactive, clear, and consistent.

Success in this role requires strong operational discipline, the ability to anticipate risk, and a customer‑advocacy mindset that surfaces feedback internally, improves the customer experience, and identifies opportunities to expand customer impact over time.

In this role you will:

• 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

• 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 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

• Fearless Optimism: You make bold bets and default optimistic. You believe in the mission, aren't paralyzed by risk, and fear inaction more than failure. You see…