Customer Success Manager
Formic provides full-service, robotics-as-a-service automation for U.S. manufacturers, including deployment, operation, monitoring, and maintenance of industrial robotic systems without upfront capital investment.
About Formic
Formic Technologies, Inc. is a Bolingbrook, Illinois-based industrial automation company founded in 2020. Its Full Service Automation offering deploys and operates robotic systems for manufacturing tasks such as palletizing, case packing, machine tending, pallet wrapping, and material movement. Its current platform combines Formic Core, an on-robot physical-AI execution layer, with Cortex, a fleet-level intelligence and operations layer.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will serve as the primary consultative contact for a portfolio of manufacturing customers using robotic automation systems. You will conduct regular customer communications and site visits, coordinate technical, operational, training, and administrative support, and monitor customer health and engagement. You will address relationship risks, help customers through their automation journey, identify opportunities to expand products and services, and share customer feedback to improve offerings and processes.
Requirements
- 3–5+ years of experience in manufacturing operations
- Familiarity with robotic automation systems in manufacturing or production environments
- Communication and stakeholder management skills
- Ability to manage escalations, shifting priorities, and time-sensitive customer needs
- Ability to identify expansion opportunities through customer insight and operational outcomes
- Proficiency with CRM tools such as Salesforce, ticketing systems, or project tracking platforms
- Ability to manage multiple priorities
- Ability to travel approximately 30% of the time to customer sites
- Live near a major airport
- Valid driver’s license and access to a vehicle
Responsibilities
- Serve as the primary consultative partner and point of contact for assigned customers
- Build customer relationships and facilitate technical, operational, training, and administrative support
- Conduct regular customer communications and site visits throughout the region
- Assess satisfaction with deployed robotic automation systems and address relationship issues
- Provide or facilitate training and solicit customer feedback
- Monitor customer health and engagement and mitigate relationship and experience risks
- Collaborate with Sales, Deployment, and Service teams to guide customers through their automation journey
- Identify growth opportunities for products and services within existing accounts
- Provide customer feedback to support new product offerings and service enhancements
Benefits
- Stock option program
- Uncapped commission structure for commission-eligible roles
- Medical, dental, and vision insurance
- FSA and DCFSA
- Life insurance
- Short-term and long-term disability insurance
- Employee Assistance Program
- Up to 12 weeks of paid parental leave
- Company-sponsored 401(k) plan
- Home office stipend for fully remote and hybrid employees
- Monthly cell phone and internet reimbursement
- Flexible paid time off
