Account Manager (Customer Success)

About Formant

Founded in 2017, Formant is the leading cloud-based platform for managing fleets of 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 love solving problems and take pride in our craft.

About the role

At Formant, we are on a mission to build the autonomous future with humans at the center. Our cloud-based data and operations platform helps companies scale and manage fleets of robots in the real world. We serve a wide range of customers, from Fortune 100s to fast-growing startups. We’re venture-backed, scaling and looking for an experienced Account Director to join our Customer Success team.

In this very important role, you will take ownership of managing and growing our fast-growing SMB and Mid-Market customers. You will report to the Head of Customer Success. 

What you'll do

SMB and Mid-Market Account Management:

  • Serve as the primary point of contact and trusted advisor for SMB and Mid-Market customers from onboarding to renewals.

  • Build and nurture strong, long-term relationships with key stakeholders within client organizations from the Executive level to the operational teams. Penetrate the account to make connections with new business units and understand the additional potentials.

  • Understand clients' strategic objectives and define common success plans while keeping Formant’s margins in mind.

  • Update the CRM system with account health, opportunity and account plan update.

Account Growth and Retention:

  • Develop and execute strategic account plans to grow revenue within your book of business.

  • Collaborate with cross-functional teams, including sales, product, and engineering, to deliver solutions that drive client success.

  • Prepare, negotiate and close contract renewals and expansion opportunities, working to ensure high customer retention rates.

Strategic planning:

  • Collaborate with clients to develop and implement strategic plans that align with their business objectives.

  • Leverage data and insights to identify areas for improvement and opportunities for value-added services.

Issue resolution:

  • Address and resolve complex client issues promptly and effectively, coordinating internal resources as necessary.

Key metrics you will own:

  • Net Retention Rate on your book of business

  • Renewal and expansion ARR

  • SOW revenue

  • Account health


  • Have 3+ years of experience working in Account Management or Customer Success working with a SaaS B2B product

  • Have proven track record of exceeding your expansion and retention goals, building outstanding account plans, maps and relationship with your customers

  • Have B2B SaaS experience with more complex technical products

  • Have startup experience (less than 100 employees) and are hungry to grow a company

  • Have experience using CRM tools like Hubspot, Salesforce, Mixpanel, Intercom…

  • Have expertise in the robotics and automation, agricultural,, inspection, facility maintenance industries

  • Are an excellent communicator

Customer Success-552

Remote (United States)

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