Enterprise Customer Success Manager

Responsibilities

Manage and grow relationships with key enterprise manufacturing customers by developing strategic account plans and driving measurable business outcomes. Lead executive business reviews and collaborate cross-functionally to ensure successful implementation and long-term account growth.

Requirements

Requires 5+ years of experience in enterprise customer success or account management, specifically within aerospace, defense, or regulated industrial manufacturing. Candidates must demonstrate the ability to engage with senior executives and translate complex operational challenges into strategic business value.

Skills

• Strategic account management
• Executive engagement
• Customer success
• Manufacturing operations
• Relationship development
• Business acumen
• Cross-functional leadership
• Data analysis
• Project management
• Account growth
• Communication
• Operational efficiency
• Workforce readiness
• SaaS
• Stakeholder management

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• Equity
• Home office stipend
• Learning and development program

About this role

About Covalent
Covalent is a workforce operations platform built for complex manufacturers. We help aerospace, defense, automotive, and industrial enterprises train, qualify, deploy, and optimize frontline labor at scale.
Our software enables manufacturers to digitize workforce capability management, improve workforce readiness, and make better labor decisions using real operational data. Covalent is trusted by leading global manufacturers to connect workforce capability with production execution—turning workforce data into a strategic operational asset.
We are a profitable, growing SaaS company serving some of the world's most sophisticated manufacturing organizations. The aircraft, engines, and defense systems our customers build depend on a skilled, qualified workforce. We help make sure that the workforce is ready.
The Opportunity
We are seeking an experienced Enterprise Customer Success Manager to own and grow relationships with some of Covalent's largest and most strategically important customers, including two of the largest aerospace and propulsion manufacturers in the United States.
Our customers value partners who understand the complexities of their industry and the challenges they face every day. The ideal candidate can engage just as confidently with frontline manufacturing teams on the plant floor as with senior executives in the boardroom, translating operational challenges into strategic business conversations.
As part of a growing SaaS company, you'll work directly with senior leadership and have a meaningful opportunity to shape how we manage and grow our strategic enterprise accounts.
What You'll Do
Strategic Account Management & Executive Engagement
Own the overall success of a portfolio of Covalent's largest enterprise customers, developing strategic account plans aligned with their business objectives and long-term priorities.
Proactively establish and strengthen relationships beyond day-to-day operational contacts, engaging directors, vice presidents, executive sponsors, and key decision-makers across facilities and business units.
Lead executive business reviews and strategic planning discussions that demonstrate measurable business outcomes, reinforce Covalent's value, and identify future opportunities.
Customer Value & Business Outcomes
Develop a deep understanding of each customer's manufacturing operations, strategic priorities, and workforce challenges, including operator qualification and certification, audit readiness, and production readiness across facilities.
Translate Covalent's capabilities into measurable business outcomes, including workforce readiness, operational efficiency, training effectiveness, and improved labor utilization.
Leverage customer data, product analytics, and operational insights to quantify business impact, communicate return on investment, and identify opportunities for improvement.
Serve as a trusted advisor, connecting Covalent's technology to broader operational and strategic initiatives rather than focusing solely on product adoption.
Retention, Expansion & Growth
Own customer health, retention, and long-term account growth, proactively identifying risks and developing mitigation strategies.
Identify and develop expansion opportunities across additional facilities, business units, use cases, and enterprise initiatives.
Partner with internal leadership and commercial teams to develop account growth strategies, support renewal discussions, and strengthen Covalent's position within key accounts.
Cross-Functional Collaboration & Customer Advocacy
Partner with Product, Engineering, Professional Services, and Support to ensure customer priorities are understood and critical initiatives are successfully executed.
Maintain oversight of important implementations, integrations, escalations, and customer initiatives, coordinating internal resources and driving accountability.
Represent the voice of the customer internally while contributing ideas and best practices that help strengthen Covalent's strategic account management approach as we scale.
Required Qualifications
Relevant Industry Experience: Direct experience in aerospace, defense, or regulated industrial manufacturing, either working within a manufacturer (operations, quality, training, manufacturing engineering, or related functions) or supporting manufacturers as a primary customer base.
Enterprise Account Experience: 5+ years of relevant experience in enterprise customer success, account management, or customer-facing manufacturing roles, with demonstrated responsibility for complex enterprise relationships or initiatives.
Executive Engagement: Demonstrated ability to establish credibility and build relationships with senior leaders, including directors, vice presidents, and executive decision-makers.
Strategic Business Acumen: Ability to understand complex operational challenges, connect technology or process improvements to business objectives, and communicate measurable value.
Account Growth & Relationship Development: Experience identifying opportunities to expand relationships, increase organizational engagement, or drive broader adoption of solutions and initiatives.
Cross-Functional Leadership: Proven ability to navigate complex organizations, align multiple stakeholders, and drive initiatives involving internal and external teams.
Communication & Ownership: Strong written and verbal communication skills, sound judgment, and the ability to independently manage competing priorities while maintaining accountability for customer outcomes.
Preferred Qualifications
Experience managing strategic enterprise accounts within a B2B SaaS organization, particularly with aerospace and defense manufacturers, OEMs, or their supplier ecosystems.
Familiarity with workforce qualification, compliance, manufacturing operations, or production readiness in regulated environments.
Experience working across multiple manufacturing facilities, divisions, or global operations.
Knowledge of ente...

About Covalent Networks

Software Development · 11-50 employees · headquartered in Boston, Massachusetts · founded 2017