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Form of work Founded in 2017, Formant is the leading cloud-based platform for managing fleets of heterogeneous robots. Formant's platform enables companies to operate, observe, and analyze robots from anywhere, meeting the growing need of robotics companies looking to deploy into new environments and scale their fleets.
We are inspired by the unique opportunities and challenges of connecting robots to each other, people and the cloud. We believe that more effective infrastructure can help unlock the shared potential of humans and robots and accelerate the successful deployment of autonomous systems throughout society.
As a team, we value humility, honesty, and creativity. We have a friendly, remote culture full of people from diverse backgrounds. We're small but growing rapidly and just closed our Series A.
Your Mission
As the Head of Customer Success, you will take ownership over the customer experience with Formant. In this very important role, you will help to create a roadmap for balancing customer satisfaction with the needs of the business while outlining a process which enables us to scale.
This role is both a leader and an individual contributor role as we scale.
In this role, you will:
- Create, optimize and execute a Customer Success strategy including team organization and expansion based revenue growth
- Take ownership over the following functions:
- Develop and execute on metrics for customer health, engagement, and success of the department
- Develop and implement processes to enable the team to maximize customer satisfaction, while improving effectiveness and efficiency
- Prepare Formant to further scale the customer base
- Be the customer advocate to the internal teams
- Account Management - Renewals, Expansions, etc
- Technical Project Management
- Professional Services & Applications Engineering
- Pre-sales Solutions Engineering
Ideally, you:
- Have 7-10+ years of experience in a Customer Success role
- Have a minimum of 2 years in a Customer Success leadership role
- Have proven success in customer retention, account expansion revenue growth, and efficient management of professional services
- Are an effective motivator and leader
- Are a self starter and take initiative
- Are an excellent communicator and customer champion
- Have a technical aptitude
At Formant, you'll make an immediate impact in a rapidly growing company run by a founding team with an established track record.
We offer competitive compensation, comprehensive benefits, stock options and an unlimited vacation policy as well as unlimited potential for internal growth and advancement.
We work fully remotely, though some travel for company events or customer projects may be required depending on the role.
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