At Stoke, we believe a thriving space economy will enable a vibrant, sustainable, and equitable future here on Earth. That is why we’re building Nova, our fully and rapidly reusable launch vehicle. Designed for daily flight, Nova tackles the core challenges of space transportation by reducing cost, increasing availability, and improving reliability. By radically lowering launch costs and increasing flight cadence, we’re helping create a truly scalable space industry.
Our team is mission-driven, collaborative, and empowered to take ownership of their work. If you want to work alongside some of the most dedicated and talented people on Earth, we’d love to have you join us.
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…