Customer Success Manager
Formic
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as the communication hub for customer questions, serving as a strategic business partner and primary support resource.
- Ensure a smooth and professional handoff from Sales, with clear documentation of customer goals and expectations.
- Lead onboarding sessions introducing tools, contacts, processes, and escalation paths.
- Coordinate customer kickoff meetings with Deployment Project Managers, confirming scope, stakeholders, and timelines.
- Coordinate internal handoffs between Sales, Solutions, Deployment and Field Service teams.
- Ensure all customer legal, financial, and operational documentation is complete prior to deployment.
- Coordinate internal teams to resolve customer requests outside of technical service (e.g., billing, scheduling, reporting).
- Collect and synthesize customer feedback on deployment and any open items, ensuring a smooth transition to steady-state operations.
- Own all post-deployment administrative activities, including scheduling training, securing legal documentation (e.g., Certificates of Insurance, tax certifications).
- Serve as the “always-on” liaison for day-to-day communication.
- Act as a liaison and support resource for the Formic Automation Community.
- Partner with Marketing to identify PR and customer story opportunities
- Run NPS surveys and analyze trends in partnership with the CS team. Review results and create follow-up actions to drive continuous improvement.
- Maintain “voice of the customer” documentation for executive and sales use.
- Proactively distribute updates on downtime, new features, and service improvements.
Requirements
- 3+ years of customer engagement, project management, account management, or related experience, ideally within industrial automation or manufacturing environments.
- Demonstrated business acumen and manufacturing fluency; can clearly articulate value and ROI. High ownership mentality, thrives in fast paced environments and is proactive in building new processes.
- Demonstrated ability to manage multiple stakeholders and drive adoption of technical solutions.
- Strong organizational skills with exceptional attention to detail and documentation.
- Outstanding communication and interpersonal skills, with the ability to build trust-based, outcome-oriented relationships.
- Ability to identify expansion opportunities within existing customers.
- Passion for delivering excellent customer experiences and championing customer needs.
- Willingness and ability to travel up to 25% to build and maintain relationships and support critical deployment milestones.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
project managementcustomer engagementaccount managementdocumentationdata analysisNPS surveysprocess improvementstakeholder managementcustomer feedback synthesistraining coordination
Soft skills
communicationinterpersonal skillsorganizational skillsattention to detailbusiness acumenproactive mindsetrelationship buildingownership mentalitytrust-buildingcustomer advocacy