Customer Success Manager

Confirmed live in the last 24 hours

Formic

Compensation

$100,000 - $130,000/year

Washington, DC

Hybrid

Posted April 2, 2026

Job Description

Who we are:

Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise, costs increase, and global competition intensifies, automation is no longer optional for manufacturers that want to stay competitive.

We deliver automation through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support into a single, integrated solution. By removing the traditional barriers of cost, complexity, and risk, we enable manufacturers to deploy automation quickly and realize measurable gains in throughput, safety, and operational efficiency without large upfront capital investment.

Backed by leading investors including Lux Capital, Initialized Capital, Blackhorn Ventures, and Mitsubishi HC Capital North America, Formic is scaling rapidly and building the foundation for a new era of high-performance, Made in America production.

About the Go-To-Market Team

The Go-To-Market Team is responsible for ensuring customers realize measurable value from the automation we deploy. From pre-deployment coordination through onboarding and long-term engagement, the team drives adoption, strengthens relationships, and ensures customers achieve meaningful operational outcomes.

Customer Success serves as the connective tissue between customers and internal teams, ensuring expectations are clear, communication is proactive, and execution is coordinated. The team also captures customer feedback and insights to continuously improve the product, delivery experience, and long-term customer outcomes.

About the role:

As a Customer Success Manager, you will own the customer relationship from pre-deployment through long-term engagement, ensuring a seamless experience and sustained value realization. You will serve as the central point of contact for customer coordination, orchestrating internal teams, documentation, and communication to ensure onboarding and ongoing engagement are proactive, clear, and consistent.

Success in this role requires strong operational discipline, the ability to anticipate risk, and a customer-advocacy mindset that surfaces feedback internally, improves the customer experience, and identifies opportunities to expand customer impact over time.

In this role you will:

Own the customer relationship from pre-deployment through long-term engagement
Serve as the primary point of contact for customer communication and non-technical coordination
Drive successful onboarding by ensuring timelines, documentation, and internal handoffs are executed effectively
Partner cross-functionally with Sales, Fleet Operations, and Engineering to align customer expectations and delivery execution
Monitor customer health, engagement, and risk signals and take proactive action when issues arise
Manage customer communications during key milestones, changes, and escalations to maintain trust and clarity
Identify opportunities to expand customer impact by understanding operational goals and usage patterns
Partner with Sales to support expansion opportunities through strong relationships and customer insight
Capture and elevate the voice of the customer to inform product, process, and experience improvements
Maintain accurate documentation and internal visibility into customer status, risks, and next steps

What makes you a great fit: