Careers within the Blackhorn Network

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Senior Customer Success Manager

Formic

Formic

Customer Service, Sales & Business Development
United States · Remote
Posted on Friday, May 17, 2024

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 $30 million, are backers including Lux Capital, Initialized Capital and CEOs and founders of multiple Fortune 50 companies.

About the Customer Success team:

Customer Success is dedicated to helping our customers get the most out of the automation we deploy, facilitating a superb customer experience for them through all facets of our relationship. The team drives adoption and optimal usage of our automation solutions, as well as helps customers continue their automation journey by serving as a resource to identify additional automation opportunities.

As Senior Customer Success Manager, you will serve as the primary point of contact for customers coordinating interaction with the various groups within Formic for the optimal delivery of technical, operational, training, billing, and administrative support. You will monitor customer health and engagement, mitigating potential relationship and experience risks, and identifying opportunities for growth within existing accounts. You will build and maintain strong relationships with customers and will develop a deep understanding of their business goals, challenges, and needs. As a consultative partner for our customers, you will leverage that knowledge and customer feedback to provide customized insights & recommendations and value-added products & services to facilitate growth and expansion within customer accounts. This position is highly impactful in helping Formic fulfill its aspirations to be a valued partner in enabling customers’ adoption of automation.

Additionally, you will serve as a voice of the customer within Formic, delivering feedback and recommendations internally to drive product and process improvements to yield better outcomes and experience for our customers. You will be instrumental in equipping Formic’s various teams to consistently deliver high performance automation solutions in a way that yields a superb customer experience.

As Senior Customer Success Manager, you will:

  • Serve as the primary point of contact for assigned customers, serving as a resource and partner to facilitate technical, operational, training, and administrative support
  • Collaborate with Formic’s Sales, Product & Solutions, Deployment, and Monitoring & Maintenance Teams to guide customers - particularly 1st time automation buyers - through the onboarding & deployment process
  • Identify, develop, and implement training approaches that speed the adoption of newly deployed systems
  • Monitor & manage customer health and engagement by using diagnostic tools and frequent customer interactions, identifying and mitigating potential relationship and experience risks
  • Oversee a regular cadence of customer checkpoints to assess satisfaction with deployed systems, address relationship issues, facilitate and offer training, solicit feedback, and identify opportunities for growth and improvement
  • Serve as a consultative partner for existing customers by providing customized insights and recommendations, value-added products and services, and customer-specific automation journeys for customers
  • Identify opportunities for growth within existing customer accounts, including deployment of additional like-for-like standard solutions, upstream or downstream standard solutions, or non-standard solutions that would be of value to our customers
  • Leverage understanding of customers’ businesses and feedback to provide insights for new product offerings and service enhancements that Formic can create to better serve customer needs and address their challenges
  • Lead the build out and continuous improvement of Formic’s customer enablement playbook
  • Collaborate with Formic’s Marketing team to develop, distribute, and follow up on Formic marketing and sales collateral, new product offerings, and best practices that may be of interest or value to our customers
  • Visit customer sites in person as needed

What makes you a great fit:

  • 5+ years of customer engagement and account management - or equivalent - experience
  • Experience working successfully with a portfolio of automation users leading to adoption, expansion, and renewals, ideally of technical platforms or solutions
  • Demonstrated experience in building and maintaining highly valuable and outcome-based relationships with a diverse customer account base
  • Experience working with and supporting small and medium sized businesses (SMBs), ideally in packing, production, and/or manufacturing industries
  • Outstanding communication skills and ability to collaborate cross functionally
  • Strong interpersonal skills
  • Experience in a consulting, consultative sales, or similar environment is a plus
  • Some experience with supporting technology adoption in a manufacturing environment is a plus
  • Ability to travel ~50% of the time
  • A current, valid driver's license and access to a car

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.

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.

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 for Medical, Dental, and Vision insurance plans (75% coverage for dependents) via Blue Cross Blue Shield and Guardian
  • 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
  • Team- and company-wide offsites
  • 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 experience.

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 careers@formic.co.