Strategic Customer Success Manager – Automation (Remote)

Formic Technologies; San Francisco (CA); On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Equity in Formic

Uncapped commission structure

Healthcare coverage

Insurance benefits (life, disability)

EAP

Paid parental leave

401(k)

Home office stipend

Cell phone reimbursement

Flexible time off

Job summary

Formic Technologies is hiring a Customer Success Manager to be the primary consultative partner for a portfolio of manufacturing customers. You will visit sites, drive technical and operational support, and identify expansion opportunities while ensuring a superb customer experience.

You will monitor customer health, collaborate with Sales, Deployment and Service teams, and translate customer feedback into product and process improvements.

Qualifications

• 3–5+ years of experience in a manufacturing operations role in a manufacturing or production environment.
• Familiarity with robotic automation systems in a manufacturing or production environment.
• Outstanding communication and stakeholder management skills; able to build trusting relationships across diverse stakeholders.
• Strong judgement and calm execution during escalations, shifting priorities, and time-sensitive customer needs.
• Proficiency with CRM and customer relationship management tools such as Salesforce, ticketing systems, or project tracking platforms.
• Ability to travel ~30% of the time to customer sites across their region, living near a major airport.

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 to assess satisfaction with deployed robotic automation systems, address issues, provide training, solicit feedback, and identify opportunities for growth and improvement.
• Monitor and manage health and engagement by using diagnostic tools and strategic communication, identifying and mitigating potential relationship and experience risks.
• Collaborate with Sales, Deployment, and Service teams to guide customers through their automation journey, especially first-time automation buyers.
• 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 to better serve their needs.

Skills

Manufacturing operations

Robotic automation familiarity

CRM tools (Salesforce)

Stakeholder management

Travel readiness

Tools

Salesforce

Job description

Formic Technologies is hiring a Customer Success Manager to be the primary consultative partner for a portfolio of manufacturing customers. You will visit sites, drive technical and operational support, and identify expansion opportunities while ensuring a superb customer experience.

You will monitor customer health, collaborate with Sales, Deployment and Service teams, and translate customer feedback into product and process improvements.