Customer Success Manager - Philadelphia, PA

The role

You will serve as the primary consultative partner and point of contact for a group of customers. You will visit customer sites to provide technical, operational, training, and administrative support for industrial robot systems.

What you will do

• Serve as the primary consultative partner and point of contact for assigned customers
• Oversee regular communication and site visits to assess satisfaction with robotic automation systems
• Address relationship issues and facilitate training
• Monitor and manage customer health and engagement using diagnostic tools
• Collaborate with Sales, Deployment, and Service teams to guide customers through the automation journey
• Identify opportunities for growth of products and services within existing accounts
• Provide feedback for new product offerings and service enhancements

Required qualifications

• 3-5+ years of experience in a manufacturing operations role
• Familiarity with robotic automation systems in a manufacturing or production environment
• Outstanding communication and stakeholder management skills
• Strong judgment and calm execution during escalations and shifting priorities
• Ability to identify expansion opportunities
• Proficiency with CRM and customer relationship management tools such as Salesforce, ticketing systems, or project tracking platforms
• Strong operational discipline and ability to manage multiple priorities
• 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
• Access to a vehicle

Nice to have

• Experience working with industrial, manufacturing, hardware, robotics, or operationally complex customers
• Experience working successfully with a portfolio of industrial automation users leading to adoption, expansion and renewals
• Consultative sales experience

Benefits

• Equity in Formic via stock option program
• Competitive & Uncapped Commission Structure
• Medical, dental, and vision insurance through Blue Cross Blue Shield and Unum
• 99% of employee premiums covered and 75% coverage for dependents
• FSA and DCFSA
• Life insurance, short-term disability, and long-term disability through Unum
• Employee Assistance Program (EAP)
• Up to 12 weeks of paid parental leave
• Company-sponsored 401(k)
• Home Office Stipend
• Monthly Cell Phone Reimbursement
• Flexible Time Off

About the company

Formic delivers automation through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support. The company is on a mission to reshape American manufacturing by making automation accessible to every factory.