What are the responsibilities and job description for the Customer Success Manager - Commercial position at Covalent | Workforce Operations?
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:
What You’ll Do
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
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
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
- 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
- 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.
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