[Hiring] Associate Customer Solutions Manager @Stoke Space

Role Description

As an Associate Customer Solutions Manager, you will own the full post-sale customer experience: onboarding, project delivery, ongoing support, and long-term account growth. You will be the primary point of contact for your customers and their trusted advisor on the design-to-manufacturing lifecycle, working with Sales, Product, and Engineering to make every customer successful.

Responsibilities

• Customer Onboarding: Lead new customers from kickoff to go-live. Define success criteria, build deployment plans, and guide configuration, data migration, and training to accelerate time to value.
• Project Management: Manage customer projects end to end, including implementations, integrations, workflow buildouts, and expansion rollouts. Own scope, timelines, stakeholders, and risks to deliver on time and to a high standard.
• Ongoing Customer Support: Serve as the first line of support for your accounts. Triage and resolve questions and issues, coordinate with Support and Engineering on technical problems, and keep customers informed until resolution.
• Account Management: Build strong relationships with executive sponsors, operations leaders, and end users to drive renewals, secure references, and identify expansion opportunities alongside Sales.
• Adoption & Business Value: Drive adoption across the customer's user base, monitor usage and account health, and lead regular business reviews that connect Boltline's impact to the customer's operational goals.
• Trusted Advisor: Bring deep knowledge of the design-to-manufacturing cycle, and of PLM, MES, ERP workflows, to advise customers on best practices, process design, and use cases.
• Risk Management & Escalations: Be the primary owner of risks and escalations, with clear communication, defined action plans, and follow-through to protect customer satisfaction.
• Customer Advocacy: Capture customer feedback, use cases, and feature requests, and channel them effectively to Product and Engineering to shape the roadmap.
• Cross-Functional Collaboration: Work closely with Sales, Support, Product, and Engineering teams, including those in other time zones, to resolve customer issues and keep projects on track.
• Product Knowledge: Roll up your sleeves to learn the product and how it is deployed, so every customer conversation is credible and substantive.

Qualifications

• 3-5 years of professional experience in B2B SaaS, with a focus on design-to-manufacturing solutions.
• Experience in customer-facing roles 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, ERP systems, with experience implementing or supporting them.
• Experience working with manufacturing or engineering organizations, preferably in aerospace, defense, or energy.
• Excellent communication and interpersonal skills, with the ability to engage audiences from shop-floor users to executives.
• Strong analytical and problem-solving skills, with the ability to understand customer challenges and develop effective solutions.
• Ability to travel extensively (30%+) for on-site implementations, training, and customer meetings.

Benefits

• Equity – We know that our employees are the reason we succeed. To give everyone a stake in our future, we are pleased to offer equity in the form of stock options to all 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.
• 4 weeks’ Paid Time Off.
• Holidays – 10 days (including an end-of-year closure).
• Paid Family/Parental Leave.
• On-site gym or monthly wellness stipend (depending on location).
• Dog friendly offices!