Field-Based Customer Success Manager - Robotics Automation

Formic

Chicago, Bolingbrook (IL, IL)

On-site

USD 115,000 - 140,000

Full time

4 days ago

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Benefits offered by this job

Equity in Formic

Commission structure

Healthcare coverage

Insurance benefits

EAP

Parental leave

401(k)

Home office stipend

Cell phone reimbursement

Flexible PTO

Job summary

Formic is seeking a Customer Success Manager in Philadelphia, PA to be the primary consultative partner for our customer base, delivering technical, operational, and training support while driving expansion opportunities across accounts. You will travel regionally to sites, assess satisfaction, and collaborate with Sales, Deployment, and Service teams to ensure successful automation journeys.

The role emphasizes strong relationship-building, communication, and operational discipline to optimize

Qualifications

3-5+ years of experience in a manufacturing operations role (e.g. Plant or Production Manager/Supervisor/Process Engineering Leader) in a manufacturing or production operations environment.
Familiarity with robotic automation systems in a manufacturing or production environment (e.g. robotic automation of palletizing, de-palletizing, case packing, machine tending, welding, injection molding).
Outstanding communication and stakeholder management skills–able to build trusting relationships with diverse stakeholders and audiences and collaborate cross-functionally
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 relationship management tools such as Salesforce, ticketing systems, or project tracking platforms
Strong operational discipline, follow-through, and ability to manage multiple priorities simultaneously
Experience working with industrial, manufacturing, hardware, robotics, or operationally complex customers preferred
Experience working successfully with a portfolio of industrial automation users leading to adoption, expansion and renewals preferred–ideally of technical platforms and solutions
Consultative sales experience is a plus
Ability to travel ~30% of the time to customer sites across their region, living in close proximity to a major airport
Holding a current, valid driver’s license and access to a vehicle

Responsibilities

Serve as the primary consultative partner and point of contact for the group of customers you are responsible for: building strong relationships; facilitating technical, operational, training, and administrative support; and identifying opportunities for expansion.
Oversee a regular cadence of communication and site visits (including regular travel throughout your region) to assess satisfaction with deployed robotic automation systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement.
Monitor & manage health and engagement by using diagnostic tools and strategic communication, identifying and mitigating potential relationship and experience risks.
Collaborate with Formic’s Sales, Deployment, and Service teams to guide customers - particularly first time automation buyers - through their automation journey.
Identify opportunities for growth of products and services within existing accounts, including deployment of additional like-for-like solutions, or upstream or downstream standard solutions.
Leverage understanding of customers’ businesses to provide feedback for new product offerings and service enhancements for Formic to better serve their needs.