Customer Success Manager

Formic is a start-up that offers a Robotics-as-a-Service model to manufacturers, and is looking for a Customer Success Manager to own customer relationships from pre-deployment to long-term engagement.

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 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

Benefits

• Equity in Formic
• Competitive & Uncapped Commission Structure
• Comprehensive Healthcare Coverage
• Additional Insurance Benefits
• Employee Assistance Program (EAP)
• Paid Parental Leave Program
• Company-sponsored 401(k)
• Home Office Stipend
• Monthly Cell Phone Reimbursement
• Flexible Time Off