Customer Success Manager - Commercial
TLDR
Own a portfolio of strategically important accounts, driving adoption and growth while solving complex customer challenges in a high-growth SaaS environment.
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, and we are building the category-defining platform for workforce operations.
The Role
As a Customer Success Manager of our Commercial business, you will own a portfolio of smaller, but strategically important accounts. You’ll be the primary driver of adoption, growth, and customer outcomes. This role is ideal for someone who loves autonomy, solving problems, and moving fast.
This is not a reactive support role. We’re looking for someone who can:
- Spot issues before they become problems
- Dig into data to validate customer sentiment
- Drive adoption and usage across accounts
- Identify opportunities for expansion and cross-sell
If you need the perfect playbook to act, this role is not for you.
What You’ll Do
- Own and grow a book of Commercial accounts end-to-end
- Monitor account health and usage metrics, taking proactive action
- Identify churn risks early and implement mitigation plans
- Conduct training and adoption sessions
- Partner with Sales, Implementation, and Product to solve customer problems
- Maintain accurate documentation, notes, and account visibility
- Identify and drive opportunities for upsell or expansion
- Accountable for renewal outcomes by maximizing customer value realization, engagement, and long term growth
- Serve as a trusted advisor for your Commercial clients
Success Looks Like
- Customers are actively using the product and achieving measurable results
- You’re proactive: problems are addressed before escalation
- You have identified and deliver on value drivers outlined by the customer through the sales process
- Accounts are well-documented, with clear internal visibility
- You are driving Commercial growth through adoption, retention, and expansion
- Customers trust you as their go-to resource
- Maintain and grow a book of business, consistently achieving 100%+ NRR
Requirements
- 3+ years in a customer-facing role at a technology company
- Experience owning your own book of business, ideally in Commercial or startup environments
- Track record of solving problems independently and driving results
- Strong communication skills-clear, confident, and persuasive
- Highly organized with strong attention to detail
- Comfortable working with ambiguity and defining your own processes
- Self-starter who thrives in a fast-moving, scrappy environment
- Experience with tools like Zendesk, Jira, or analytics platforms
- Previous experience in SaaS
- Knowledge and work history within the manufacturing or industrial markets
- Given the industries we serve, this position must meet Export Control compliance requirements, therefore a “US Person” as defined by 22 C.F.R. § 120.15 is required. “US Person” includes a US Citizen, lawful permanent resident, refugee, or asylee.
Benefits
Why Covalent?
At Covalent, you’ll join a company solving meaningful operational problems for manufacturers that build critical products: from aircraft engines to defense systems.
You’ll have real ownership, direct customer impact, and the opportunity to help shape how Customer Success scales in a growing company. This is a chance to work with a strong team, serve respected industrial brands, and build your career inside a category-defining software platform with significant growth ahead.
Perks:
- Becoming an early contributor to a growing customer organization in a high-growth startup
- Working with company leadership and a highly collaborative cross-functional team
- Opportunities for professional development and career growth
- Competitive base salary & benefits
- Fully remote work environment
- Home office stipend and Learning & Development program
Benefits
Home Office Stipend
Home office stipend and Learning & Development program
Competitive compensation package
Competitive base salary & benefits
Remote-Friendly
Fully remote work environment
Covalent started as a research initiative to understand the drivers of the skills gap in advanced manufacturing and energy. With the most experienced workers retiring and the rapid adoption of new technology, the necessity for industrial employers to understand their workforce’s capability has never been more critical. However, our research uncovered that the majority of industrial employers still track worker qualifications offline, limiting access to data that can provide deep insight into how their workforce needs to evolve.With this in mind, Covalent designed a unique, cloud-based software solution purpose-built to manage end-to-end qualifications in complex, industrial environments. In doing so, we capture data required to improve company operations, individual employment outcomes, and ultimately contribute to closing the skills gap.We're an agile, passionate team focused on improving workforce outcomes and delivering value to companies and individuals through access to better data.Covalent Networks is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.