Enterprise Customer Success Manager

Covalent is a workforce operations platform serving complex manufacturers. The Enterprise Customer Success Manager owns and grows strategic enterprise customer relationships, drives measurable customer outcomes and retention, and identifies account expansion opportunities while coordinating cross-functional teams.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• 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
• 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
• Demonstrated ability to establish credibility and build relationships with senior leaders, including directors, vice presidents, and executive decision-makers
• Ability to understand complex operational challenges, connect technology or process improvements to business objectives, and communicate measurable value
• Experience identifying opportunities to expand relationships, increase organizational engagement, or drive broader adoption of solutions and initiatives
• Proven ability to navigate complex organizations, align multiple stakeholders, and drive initiatives involving internal and external teams
• Strong written and verbal communication skills, sound judgment, and the ability to independently manage competing priorities while maintaining accountability for customer outcomes
• 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 enterprise technology ecosystems, including HRIS, LMS, ERP, MES, or workforce management platforms
• Demonstrated success expanding software or operational initiatives from individual facilities into broader enterprise adoption