Formic's unique Robotics-as-a-Service model delivers customized industrial automation via subscription.
Customer Success Manager
Location
United States
Posted
86 days ago
Salary
$100K - $130K / year
No structured requirement data.
Job Description
Customer Success Manager
Formic
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: - 3–7+ years of experience in customer success, account management, client services, or customer-facing program management - Proven ability to manage complex customer relationships and drive outcomes through cross-functional coordination - Strong operational discipline, follow-through, and ability to manage multiple priorities simultaneously - Experience working with industrial, manufacturing, hardware, robotics, or operationally complex customers preferred - Excellent written and verbal communication skills with confidence in customer-facing conversations - Comfort navigating ambiguity and evolving processes in a fast-growth environment - Strong judgment and calm execution during escalations, shifting priorities, and time-sensitive customer needs - Ability to identify expansion opportunities through strong relationships, customer insight, and operational outcomes - Proficiency with CRM and customer workflow tools such as Salesforce, ticketing systems, or project tracking platforms - Based in or located within the Eastern Time Zone, with preference for candidates located in the Philadelphia, New York, or Washington DC areas Our Total Rewards: At Formic, we believe people do their best work when they feel supported both professionally and personally. That’s why we offer a comprehensive benefits and perks package for full-time, U.S.-based team members, including: - Equity in Formic: Participate in our stock option program and share in the success of a fast-growing start-up backed by leading global investors - Competitive & Uncapped Commission Structure: Designed to reward performance and impact in commission-eligible roles - Comprehensive Healthcare Coverage: Medical, dental, and vision insurance through Blue Cross Blue Shield and Unum, with 99% of employee premiums covered and 75% coverage for dependents, with optional buy-up plans available - Additional Insurance Benefits: FSA and DCFSA, life insurance, short-term disability, and long-term disability through Unum, all 100% employer-paid - Employee Assistance Program (EAP): Fully funded by Formic, offering support when you need it most - Paid Parental Leave Program: Up to 12 weeks of paid parental leave - Company-sponsored 401(k): Invest in your future with our company-facilitated retirement savings plan - Home Office Stipend: A one-time allowance for fully remote and hybrid employees to support an at-home or on-the-road work setup - Monthly Cell Phone Reimbursement: Monthly stipend toward personal phone and internet expenses - Flexible Time Off: Take the time you need, when you need it, supported by our flexible PTO policy Compensation Philosophy Formic’s pay and equity packages are thoughtfully benchmarked against peer companies at a similar growth stage. Equity represents a meaningful part of our mutual investment: when Formic succeeds, so do you. Final offers are customized based on experience, geographic location, market considerations, and a candidate’s preferred balance of cash and equity. Our goal is to attract and reward top talent who will have significant impact, and we are open to thoughtful discussions to align on the right structure. Compensation Range: $100,000—$130,000 USD What we look for: We’re building this company from the ground up, and every person we hire has an outsized impact on our culture, performance, and trajectory. While each team member brings unique strengths and perspectives, we look for people who align with our Operating Principles and embody them in action. If this sounds like you, Formic may be the right place for you! - Fearless Optimism: You make bold bets and default optimistic. You believe in the mission, aren’t paralyzed by risk, and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesn’t yet exist. - Create the Magic: You absorb complexity so customers don’t have to. Whether your customer is external or internal, you focus on delivering experiences that are clear, fast, value-added, and outcome-driven. You don’t say “not my job.” You make things work. - Today, Not Tomorrow: You have a bias to action. You close the loop. You take extreme ownership. You understand that speed compounds, and you don’t confuse activity with results. - Seek Truth: You think from first principles. You value data over ego and strong opinions loosely held. You’re willing to challenge assumptions, including your own, in pursuit of the best answer. - Made of Rubber: You are resolute and adaptable. When things break or priorities shift, you rebound stronger. You treat setbacks as learning moments and move forward with grit. - One Formic: You operate without silos. You practice radical helpfulness, document clearly, and make clean handoffs. You assume positive intent and prioritize team success over individual credit. Equal Opportunity Employment: 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. AI Use: At Formic, fairness and transparency are at the heart of our hiring process. We use AI-powered tools in some interviews to help our teams evaluate candidate responses, but all final hiring decisions are made by humans. You can learn more about how AI is used in our recruitment process by reviewing our AI Hiring Disclosure linked here.
Related Guides
Related Job Pages
More Customer Success Manager Jobs
• Own renewal processes end-to-end for assigned customers, ensuring proactive communication, accurate forecasting, and timely closure. • Lead renewal strategy discussions with customers and internal stakeholders. • Monitor customer health to anticipate churn risks and implement prevention plans. • Identify, qualify, and close small to mid-level expansion opportunities, including upsells and cross-sells. • Partner with Sales or Account Management on multi-product or complex expansion motions. • Execute annual price increase communications with confidence and clarity. • Track expansion and renewal performance, ensuring revenue targets are met. • Conduct Executive Business Reviews (EBRs) that showcase measurable ROI. • Build trusted relationships with key decision-makers and influencers. • Serve as the voice of the customer in internal discussions with Product, Support, Operations, and Leadership. • Maintain disciplined use of CRM and Customer Success platforms for tracking account plans, health, and renewals. • Mentor team members on best practices and playbook execution. • Contribute to process improvement initiatives that enhance efficiency and scalability.
Customer Success Manager
Radicle HealthRadicle Health acquires mission critical human services software companies
• Serve as the primary point of contact for customer accounts, building lasting relationships and ensuring customers achieve their desired goals and outcomes with Radicle products. • Serve as a Product Knowledge Expert, helping customers adopt effective workflows and address needs by leveraging system functionality and/or referring to internal subject matter experts • Collaborate, problem solve, and/or strategize customer issues and inquiries with other team members • Educate customers on best practices and new features to maximize the value of Radicle products. • Monitor customer engagement and usage through dashboards, identifying areas for improvement and providing actionable recommendations. • Document customer status, needs, activities, communications, and organizational changes in Salesforce and/or other customer relationship management (CRM) tools • Sustain business growth and profitability by maximizing product value, selling add-on services and modules, and offering consultative and training services • Manage and execute the end-to-end renewal process for assigned customers to ensure contracts are renewed on time, providing accurate forecasting throughout the renewal process. • Achieve net revenue retention targets • Attend promotional events at industry related conferences
Join the Team Modernizing Medicine At ModMed, we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care. A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: - Consistently ranked as a Top Place to Work - 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” - 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties - Florida Venture Forum: Venture-Backed Company of the Year We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us? Job Description Summary: ModMed is hiring a Manager, Customer Success to join our positive, passionate, and high-performing Customer Success team focused on our AI-powered clinical documentation solution, MedMed Scribe. The Manager is responsible for a team of Customer Success Managers (CSMs) who are focused on driving adoption, mitigating risk, and identifying upsell opportunities while providing a world-class customer experience. This is an exciting opportunity to partner with leadership to establish strategic plans and objectives that deliver against specific KPIs for the customers of our verticals within a fast-paced Healthcare IT company that is truly Modernizing Medicine! Your Role: - Design and execute strategies to optimize the customer success journey. - Drive outcomes aimed at reducing churn, increasing revenue, and optimizing customer experience. - Work collaboratively with other teams and departments across the organization to deliver efficiencies in processes and procedures. - Manage KPIs, milestones, and long-term goals supportive of the overall company objectives for revenue, growth, and retention. - Ensure that we are accurately forecasting at-risk customers. - Mentor and coach individual team members to achieve daily success, reach career development goals, and reduce time to proficiency. - Work with Operational teams to plan, staff, and budget resources for our Customer Success team. - Inspire customer-centricity across Modernizing Medicine. - Collaborate and partner throughout the organization to represent customer needs and optimize the customer journey. - Work with client teams to identify and mitigate risks and ensure 100% customer satisfaction. Skills & Requirements: - Bachelor's Degree required. - 2-3 years of experience leading a Customer Success team at a SaaS company or equivalent combination of experience and education - Understanding of basic SaaS and value drivers in recurring revenue business models. - Create and enforce a culture of accountability to drive client outcomes within customer success. - Strong empathy for customers with the drive to impact revenue and growth. - Enthusiastic and creative leader with the ability to inspire and motivate others. - Modify and evolve onboarding and training programs to develop staff competencies. - Excellent communication skills both written and verbal, strong public speaking skills are a plus. - Working knowledge of Salesforce and/or Gainsight is a plus. - Motivated - we are a growing and ever-changing organization that is transforming how healthcare information is created, consumed and utilized to increase practice efficiency and improve patient outcomes. ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits: United States - Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution, - 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep. - Generous Paid Time Off and Paid Parental Leave programs, - Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs, - Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed, - Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning, - Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles, - Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters. PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.
Customer Success Manager
NRC HealthWe help healthcare organizations better understand the people they care for and design experiences that inspire loyalty.
Role Description As a Customer Success Manager, you will partner with healthcare organizations and provide innovative solutions designed to help our customers understand the totality of how their organization is experienced by the people they serve. You are responsible for developing relationships with customers that promote portfolio development, expansion, retention, and loyalty. In addition, you’ll strategize with Growth Team members to devise and facilitate customer success plans, which requires teaming with multiple decision-makers, a working knowledge of the healthcare industry, and a thorough understanding of NRC Health’s solutions. Finally, you’ll participate in solution and industry training, as well as advance your expertise through continuous learning opportunities. Qualifications - Bachelor’s Degree Required - Healthcare experience a plus Requirements - The ability to travel up to 30% - Excellent verbal, written and interpersonal communication skills with a demonstrated interest in and aptitude for customer service and sales - Effective presentation and facilitation skills - Microsoft Suite (including Word, Excel, and Outlook) required; experience with a CRM system preferred - High learning agility and ability to think critically - Strong organizational skills, as well as the ability to prioritize, strong attention to detail, accuracy and follow-through - A valid driver’s license is required Benefits - Paid volunteer time off - My Time Off, a form of unlimited vacation - Up to 12 weeks paid for parental and emergency leave - Complimentary lifestyle and financial coaches - Wellness program - Comprehensive insurance plan
