Associate Customer Solutions Manager

Stoke Space

1d • $90,000 - $130,000

About The Position

The Associate Customer Solutions Manager owns the full post-sale customer experience, including onboarding, project delivery, ongoing support, and long-term account growth. This role serves as the primary customer contact and trusted advisor on the design-to-manufacturing lifecycle, partnering with Sales, Product, and Engineering to help customers succeed.

The position leads customer onboarding and deployments, manages implementations and other customer projects, supports accounts, and drives adoption and business value. It also manages account relationships, risks, and escalations; gathers customer feedback for Product and Engineering; and develops strong product knowledge. The role requires extensive travel (30% or more) for on-site implementations, training, and customer meetings.

Requirements

• 3–5 years of professional experience in B2B SaaS, focused on design-to-manufacturing solutions.
• Experience in a customer-facing role such as customer success, implementation, account management, or sales engineering.
• Demonstrated ability to manage customer onboarding and multiple concurrent projects, with accountability for timelines and outcomes.
• Experience providing hands-on customer support, including troubleshooting, issue triage, and escalation management.
• Strong understanding of PLM, MES, and ERP systems, with experience implementing or supporting them.
• Excellent communication and interpersonal skills, including the ability to engage audiences from shop-floor users to executives.
• Strong analytical and problem-solving skills and the ability to understand customer challenges and develop effective solutions.
• Ability to travel extensively (30%+) for on-site implementations, training, and customer meetings.
• For access to restricted space technology under ITAR, must be a U.S. citizen, lawful permanent resident, or protected individual as defined by 8 U.S.C. 1324b(a)(3).

Nice To Haves

• Experience working with manufacturing or engineering organizations, preferably in aerospace, defense, or energy.

Responsibilities

• Lead new customers from kickoff to go-live by defining success criteria, building deployment plans, and guiding configuration, data migration, and training.
• Manage customer projects end to end, including implementations, integrations, workflow buildouts, and expansion rollouts; own scope, timelines, stakeholders, and risks.
• Provide first-line support to assigned accounts, triage and resolve questions and issues, coordinate technical problems with Support and Engineering, and keep customers informed through resolution.
• Build relationships with executive sponsors, operations leaders, and end users to drive renewals, secure references, and identify expansion opportunities with Sales.
• Drive adoption, monitor usage and account health, and lead regular business reviews that connect product impact to customer operational goals.
• Advise customers on best practices, process design, and use cases, drawing on knowledge of design-to-manufacturing and PLM, MES, and ERP workflows.
• Own customer risks and escalations, communicating clearly, defining action plans, and following through to protect customer satisfaction.
• Capture customer feedback, use cases, and feature requests and communicate them to Product and Engineering.
• Collaborate with Sales, Support, Product, and Engineering, including teams in other time zones, to resolve customer issues and keep projects on track.
• Learn the product and its deployment in depth to support credible, substantive customer conversations.

Benefits

• Equity in the form of stock options for regular, full-time employees.
• Comprehensive benefits program including subsidized medical, dental, and vision insurance.
• Company-paid life and disability insurance.
• 401(k) plan with employer match.
• Four weeks of paid time off.
• Eleven holidays, including an end-of-year closure.
• Paid family/parental leave.
• On-site gym or monthly wellness stipend, depending on location.
• Dog-friendly offices.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed