Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the overall success of a portfolio consisting of Covalent's largest enterprise clients.

• Create strategic account plans that align with the business objectives and long-term priorities of customers.

• Establish relationships with directors, vice presidents, executive sponsors, and key decision-makers.

• Facilitate executive business reviews and lead strategic planning discussions.

• Gain an understanding of customers' manufacturing processes, strategic objectives, and workforce challenges.

• Convert Covalent's capabilities into quantifiable workforce readiness, operational efficiency, training effectiveness, and labor-utilization results.

• Utilize customer data, product analytics, and operational insights to measure business impact and communicate ROI.

• Act as a trusted advisor linking Covalent's technology to broader operational and strategic initiatives.

• Manage customer health, retention, and long-term growth of accounts.

• Identify opportunities for expansion across facilities, business units, use cases, and enterprise initiatives.

• Collaborate with leadership and commercial teams on strategies for account growth and renewal discussions.

• Work alongside Product, Engineering, Professional Services, and Support teams.

• Supervise implementations, integrations, escalations, and customer initiatives.

• Represent the customer perspective internally and contribute to the best practices of strategic account management.

⛳️ Requirements

• Direct experience in aerospace, defense, or regulated industrial manufacturing, whether within a manufacturer or as a primary customer base supporter.

• 5+ years of pertinent experience in enterprise customer success, account management, or customer-facing roles in manufacturing.

• Proven responsibility for managing complex enterprise relationships or initiatives.

• Capability to establish credibility and build relationships with directors, vice presidents, and executive decision-makers.

• Ability to comprehend complex operational challenges, relate technology or process improvements to business objectives, and convey measurable value.

• Experience in identifying opportunities to enhance relationships, boost organizational engagement, or promote broader adoption.

• Demonstrated capacity to navigate complex organizations, align various stakeholders, and drive cross-functional initiatives.

• Strong written and verbal communication skills, sound judgment, and the ability to independently manage competing priorities.

• Preferred: Experience managing strategic enterprise accounts within a B2B SaaS organization, particularly with aerospace and defense manufacturers, OEMs, or supplier ecosystems.

• Preferred: Familiarity with workforce qualification, compliance, manufacturing operations, or production readiness in regulated environments.

• Preferred: Experience across multiple manufacturing facilities, divisions, or global operations.

• Preferred: Knowledge of HRIS, LMS, ERP, MES, or workforce management platforms.

• Preferred: Proven success in expanding software or operational initiatives into broader enterprise adoption.

🏝️ Benefits

• Meaningful equity.

• Health, vision & dental benefits.

• Fully remote work.

• Flexible time management.

• Annual home office stipend.

• Learning & Development program.

• Direct access to leadership.

• Real ownership of strategic customer relationships.