Customer Success Manager

If this sounds like you, Formic may be the right place for you!

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 value data over ego and strong opinions loosely held.

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

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

The

Go-To-Market

Team is responsible for ensuring our 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 operational outcomes that matter.

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

As our Customer Success Manager, you will own the customer relationship from pre-deployment through long-term engagement, ensuring a seamless experience and sustained value realization. This role serves 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 impact over time.