Customer Success Manager - Commercial

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: 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 If you need the perfect playbook to act, this role is not for you. 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 Success Looks Like 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