Senior Customer Success Manager
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Job Description
Who We Are:
At Formic, we're on a mission to revolutionize American manufacturing and create more abundance in the world. We believe in continuing the American legacy of innovation by making automation accessible to all manufacturers and increasing their factory productivity by 10x.
Built upon deep expertise in robotics and manufacturing, our unique Pay-for-Productivity robotics solutions combine the best automation technology, tools, and uptime services for manufacturers, paving the way for a new era of supercharged efficiency and competitiveness.
As the world faces growing pressure from rising costs and labor shortages, Formic is a uniquely powerful tool in overcoming these challenges. Fueled by our vision for a resurged "Made in America," we're growing fast - achieving 70% quarterly growth in customer count and ARR, with ~30% of our customers having already deployed multiple systems.
Supporting us in our mission, with investments thus far totaling over $60 million, are backers including Blackhorn Ventures, Mitsubishi HC Capital America, NEC, Lorimer Ventures, Translink Capital, Alumni Ventures, FJ Labs, Lux Capital, Initialized Capital and founders of multiple Fortune 50 companies.
About the Customer Success team:
Customer Success is dedicated to enabling our customers to get the most out of the automation we deploy, facilitating a superb experience through all facets of our relationship. We are manufacturing and automation experts consulting with customers to drive adoption and optimal usage of our robotic automation solutions, and identifying opportunities to continue their automation journey.
As Senior Customer Success Manager, you will serve as the primary point of contact and advisory partner for our customers: visiting and consulting with those customers in the field, and driving solutions across various groups within Formic for optimal delivery of technical, operational, training and administrative support.
You will play a key role in driving mutually beneficial customer relationships post-deployment by monitoring customer health and engagement, mitigating potential relationship and experience risks, and identifying growth opportunities in existing accounts. You will build and maintain strong customer relationships; develop a deep understanding of their business goals, challenges, and needs; and will leverage that feedback to provide customized insights and value-added products and services. This position is highly strategic and impactful in Formic's mission to be a valued partner and leader driving the adoption of automation across the manufacturing industry.
Internally, you will act as the voice of the customer within Formic, delivering feedback and recommendations internally to drive product and process improvements to yield better outcomes and experience. You will be instrumental in equipping Formic's various teams to consistently deliver high performance automation solutions with superb customer experience.
As Senior Customer Success Manager, you will:
- Serve as the primary consultative partner and point of contact for our customers: 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 the US) 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 Monitoring & Maintenance Teams to guide customers - particularly first time automation buyers - through the onboarding & deployment process
- 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
What makes you a great fit:
- 5-10 years of experience in an operational leadership role (e.g. Production or Maintenance Manager/Supervisor/Leader) in a manufacturing or repeatable production environment
- 3+ years of experience overseeing installation, operation, optimization, and/or maintenance of six-axis robotic automation in a manufacturing or production environment (e.g. robotic automation of palletizing, de-palletizing, case packing, machine tending, welding, injection molding).
- Experience working with Fanuc, Kuka, Yaskawa, ABB, Universal Robots preferred
- Process engineering experience: understanding of typical machine state information (faulted, ready, blocked, etc.)
- Experience identifying and resolving issues related to automated manufacturing processes: diagnose technical, operational, or process challenges; engaging necessary stakeholders or vendors; managing upstream and downstream processes and communication
- Outstanding communication and stakeholder management skills; able to build trusting relationships with diverse stakeholders and audiences, and collaborate cross-functionally
- Ability to travel ~50% of the time to customer sites across the US, living in close proximity to a major airport
- Holding a current, valid driver's license and access to a vehicle
Total Rewards:
Total rewards packages at Formic consist of salaries benchmarked against similar stage growth companies, insurance (medical, dental, vision, life, STD, LTD), and equity in Formic itself. As an early stage startup, equity is an important part of our investment in you, and your investment in Formic. When Formic succeeds, we all succeed.
Final offer amounts are custom-crafted, based on the cash/equity ratio preference of the candidate, as well as their experience, geographical location and cost of labor, and more, and may vary from the range listed below. Ultimately we're seeking top performers who will make a difference to our business, and we're open to negotiating the compensation structure for the right candidate. The expected base pay range for this position is below.
What we look for:
We're building a company from the ground up, so every single person we hire has a massive impact on our team, culture, and ability to accomplish our mission. While each individual brings their own unique skills and perspectives to Formic, we look for people who share our vision and act in alignment with our Operating Principles. If this sounds like you, Formic could be the place for you:
- Fearless Optimism: You share our ambitious vision of what we can accomplish. You're aware of the challenges we will face as a startup doing new things in an old space, but you're energized by the incredible opportunity we have to drive change for our customers, and for the manufacturing industry at large.
- Factories First: You have a strong customer focus, no matter who your customer is. You seek to make things easier and better for our customers, even if it makes your job a little harder.
- Today, Not Tomorrow: There are always plenty of projects to tackle in a startup, but you prioritize, take accountability for work, and have a bias toward action.
- Be Right Often: You don't do things just because that's how they've always been done. You keep looking for ways to improve, seek out feedback along the way, and back your decisions up with data.
- Made of Rubber: Just like rubber, when you fall you bounce back up. You know there's going to be a lot of challenge and change in our work ahead but you are adaptable, resilient, and ready to thrive through it all.
- Good Baton Passes: You work with a desire to make things easier and better for your team members. You use empathy to understand the needs and goals of others and support each other so Formic can be successful together.
What We Offer:
Formic believes we do our best work when we are equipped to take care of ourselves and our loved ones. To support this Formic offers comprehensive benefits and perks for full-time US-based employees, including:
- Equity in Formic: your slice of ownership in a fast-growing Series A startup, backed by some of the best investors in the world
- 99% coverage on our base Medical, Dental, and Vision insurance plans (75% coverage for dependents) via Blue Cross Blue Shield and Guardian, with buy-up options, as well
- FSA & DCFSA
- Life insurance, Short-Term Disability, and Long-term Disability plans (covered at 100%) via Guardian
- Employee Assistance Program
- Paid parental leave
- Company-sponsored 401k
- Home Office Stipend for remote and hybrid roles
- Monthly Phone/Internet Reimbursement
- Flexible time off policy and 10+ company holidays
- Opportunity to join a talented and diverse team united behind our mission to revolutionize American manufacturing
As our team grows, our benefit and perk offerings for employees based outside of the United States will vary. We are happy to discuss these options with you as part of our recruiting and interviewing process. Temporary or contract positions are not eligible for Formic employee benefits and perks, except where legally required.
Formic is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, or any other basis protected by law. All employment decisions are based on a person's merit, business needs, and role requirements. If you require further accommodations or have questions regarding accessibility of our roles, please reach out to [email protected].
