Associate Customer Solutions Manager

Stoke Space; Kent (WA); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Equity – stock options

Comprehensive benefits including med/d

Company-paid life and disability

401(k) with employer match

Paid Time Off 4 weeks

Holidays 10 days

Paid Family/Parental Leave

Wellness stipend

Dog friendly offices

Job summary

Stoke Space in Kent, WA is hiring an Associate Customer Solutions Manager to own the post-sale experience, from onboarding to ongoing support and account growth. You will be the primary contact for customers, coordinating with Sales, Product, and Engineering to ensure successful design-to-manufacturing outcomes.

The role requires 3–5 years in B2B SaaS with a design-to-manufacturing focus, strong project management and communication skills, and willingness to travel 30%+.

Qualifications

• 3–5 years in B2B SaaS, design-to-manufacturing solutions.
• Experience in customer-facing roles such as success, onboarding, or account management.
• Ability to manage onboarding and multiple concurrent projects with accountability.
• Hands-on customer support experience, including troubleshooting and escalation management.
• Strong understanding of PLM/MES/ERP systems with implementation or support experience.
• Experience in aerospace/defense/energy contexts preferred.
• Excellent communication skills and travel readiness (30%+).

Responsibilities

• Lead customer onboarding from kickoff to go-live with deployment plans.
• Manage projects end-to-end, including implementations and expansions.
• Serve as first line of support, triage questions, and coordinate with engineering.
• Build executive relationships to drive renewals and expansions with Sales.
• Drive adoption, monitor usage, and conduct business reviews linking value to goals.
• Advise on PLM/MES/ERP best practices and design use cases.
• Own risks and escalations with clear action plans.
• Capture customer feedback and route to Product/Engineering.

Skills

Customer Success

Project Management

Onboarding

Account Management

Troubleshooting

Product Knowledge

Cross-functional Collaboration

PLM/MES/ERP

Travel 30%+

Job description

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 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!

Compensation

Base Salary Target: $90,000 – $130,000

Our job posts are intentionally written to attract a wide variety of experience levels, and we make decisions about the right fit on a per‑candidate basis.

Your actual level and base salary will be decided based on your specific experience and skill level.

ITAR Requirements

To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR), you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

Equal Opportunity

The Company is an Equal Opportunity Employer, including with respect to disability and veteran status. It is committed to compliance with all equal opportunity laws, including the Immigration and Nationality Act (INA) and Title VII. It does not discriminate on the basis of nationality, race, citizenship, immigration status, or any other protected class when it comes to employment practices, including hiring.

Employment at the Company is contingent upon satisfactory completion of reference and background checks, and on your ability to prove your identity and authorization to work in the U.S. for the Company. Employees must comply with the United States Citizenship and Immigration Services employment verification requirements, and, therefore, they must complete an Employment Eligibility Verification Form I‑9 at the start of employment and re‑verify authorization to work periodically.

Separate from this I‑9 process, this position entails access to certain technology and technical data that is restricted under U.S. export control laws and regulations. Employment or continued employment may be conditioned on your legal authorization to work with or have access to export control materials as necessary to perform your job.

Candidate Rights & Accommodations

If you require a reasonable accommodation to complete the application or participate in the interview process, please contact [e-mail]. Requests will be handled in accordance with applicable laws. Please do not include medical or other confidential information in your initial request.

For more information about your rights, please refer to the “Know Your Rights” notice here.

E‑Verify

Stoke Space uses E‑Verify to confirm the identity and employment eligibility of all new hires.

For more information on the right to work, please refer to the poster here.