Strategic Customer Success Manager — Industrial Automation

Formic; San Francisco (CA); Hybrid; USD 115,000 - 140,000; Full time

Benefits offered by this job

Equity in Formic

Commission structure

Healthcare coverage

Life insurance and disability

401(k)

Home office stipend

Cell phone reimbursement

Flexible PTO

Job summary

Formic is hiring a Customer Success Manager to serve as the primary consultative partner for our customers, visiting sites and driving solutions across teams to ensure successful automation deployments.

You will monitor customer health, identify growth opportunities, and collaborate with Sales, Deployment, and Service to guide first-time automation buyers through their journey. A strong focus on communication and relationship-building is essential.

Qualifications

• 3–5+ years of experience in a manufacturing operations or related role.
• Familiarity with robotic automation systems in manufacturing environments.
• Outstanding communication and stakeholder management skills.
• Strong judgment and calm execution during escalations and priorities.
• Ability to travel ~30% and hold a valid driver’s license.

Responsibilities

• Serve as the primary consultative partner and point of contact for your customer group—building relationships and coordinating technical, training, and administrative support.
• Oversee regular communication and site visits (including travel) to assess satisfaction and identify growth opportunities.
• Monitor and manage health and engagement using diagnostic tools and strategic communication.
• Collaborate with Sales, Deployment, and Service teams to guide customers through their automation journey.
• Identify expansion opportunities within existing accounts and feedback into product offerings and services.

Skills

CRM proficiency

Stakeholder management

Communication

Travel readiness

Customer success mindset

Tools

Salesforce

Job description

Formic is hiring a Customer Success Manager to serve as the primary consultative partner for our customers, visiting sites and driving solutions across teams to ensure successful automation deployments.

You will monitor customer health, identify growth opportunities, and collaborate with Sales, Deployment, and Service to guide first-time automation buyers through their journey. A strong focus on communication and relationship-building is essential.