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Salary: USD 90,000 - 130,000 / annual
STOKE Space is building Nova, a fully reusable launch vehicle designed for daily flight to radically lower space launch costs and increase flight cadence. As an Associate Customer Solutions Manager, you will own the complete post-sale customer experience for enterprise clients in the aerospace and defense sectors.
You will serve as the primary point of contact and trusted advisor for your customers throughout their journey with STOKE's solutions. Your responsibilities span the full customer lifecycle: leading onboarding from kickoff to go-live, managing end-to-end customer projects including implementations and integrations, providing hands-on support and troubleshooting, and driving long-term account growth and renewals.
Key responsibilities include defining success criteria and deployment plans, managing project scope and timelines across concurrent initiatives, triaging and resolving customer issues in coordination with Support and Engineering teams, building relationships with executive sponsors and operations leaders, monitoring usage and account health through regular business reviews, and serving as a trusted advisor on design-to-manufacturing best practices. You will also capture customer feedback and feature requests to inform product roadmap decisions, work cross-functionally with Sales, Product, and Engineering teams, and manage escalations with clear communication and follow-through.
This role requires deep knowledge of PLM, MES, and ERP workflows, as well as hands-on product knowledge. You will need to travel extensively (30%+) for on-site implementations, training, and customer meetings.
REQUIREMENTS:
- 3–5 years of professional experience in B2B SaaS, with 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 ability to engage audiences from shop-floor users to executives
- Strong analytical and problem-solving skills
- Ability to travel extensively (30%+)
- Must be a U.S. citizen, lawful permanent resident, or eligible to obtain required ITAR authorizations from the U.S. Department of State
