Customer Success Manager

Manufacturo powers operations for companies building rockets, fusion reactors, next-generation aircraft, and hypersonic defense systems. Our clients aren't optimizing widgets - they're engineering the infrastructure of the next century.

We're a fast-growing, global SaaS company with a team that includes former leaders from SpaceX. We move fast, operate globally, and make decisions swiftly - because the people we serve can't afford anything less. Your voice will be heard here, and the work you do will have a real impact on the world.

Manufacturo is the manufacturing operating system for the companies defining the next century. Our customers aren't optimizing widgets - they're building reusable rockets at Relativity Space, developing hypersonic aircraft at Hermeus, advancing microreactor technology at Antares Nuclear, and launching next-generation satellite platforms at Sierra Space and Reflex Aerospace.

Our core platform was built on foundational knowledge from advanced SpaceX business software systems Manufacturo, and refined through deep collaboration with the most demanding manufacturers on the planet. Our CPO James Montgomery brings 27 years in manufacturing software, including over 5 years at SpaceX Manufacturo - and that pedigree runs through everything we build.

We operate globally, move fast, and make decisions swiftly - because the people we serve can't afford anything less.

We're looking for a commercially sharp, customer-obsessed CSM to own renewal outcomes and long-term retention across a portfolio of accounts. You won't be managing ordinary SaaS subscriptions - you'll be working alongside engineers and operations leaders at companies where a missed deadline or a failed deployment can have real-world consequences.

You'll be the bridge between our customers' goals and our platform's capabilities: a trusted advisor, a renewal owner, and a strategic partner - all in one.

This is a US-based role. Due to the nature of our customer base, candidates must be located in the United States and may be subject to background screening requirements. The role requires the ability to travel to visit customers up to 25% of the time.

In the first month, you'll get deep product knowledge and shadow existing customer relationships. By month two, you'll own your first renewal conversations and start building direct relationships with stakeholders across your portfolio. By day 90, you'll have a clear view of your book of business, have identified at-risk accounts, and be contributing actively to our Voice of Customer process.

Renewal & commercial outcomes

• Manage the full renewal lifecycle - from 90-day engagement through quote delivery and signature
• Validate entitlement data and pricing accuracy pre-renewal
• Collaborate with Legal, Sales, and Finance on redlines, custom terms, and escalations
• Maintain accurate renewal forecasting and flag risks early

Customer health & risk management

• Monitor adoption signals, usage data, and health scores to identify disengagement before it becomes churn
• Intervene proactively on at-risk accounts - align internal resources, rebuild trust, and remove blockers
• Ensure product issues impacting renewals are tracked and resolved in line with renewal timelines

Strategic account partnership

• Build relationships with key stakeholders, decision-makers, and executive sponsors within customer organizations
• Act as a trusted advisor - bringing proactive insights and strategic perspective that go well beyond contract management
• Anticipate customer needs and surface risks before they become problems, positioning Manufacturo as a long-term partner, not a vendor
• Support onboarding of new accounts and guide customers through lifecycle stages toward full value realization

Expansion & product feedback

• Identify and escalate upsell and cross-sell opportunities; coordinate with Sales to ensure they're reflected in forecasting
• Serve as a structured Voice of Customer channel into Product and Engineering
• Participate in roadmap sessions, user working groups, and customer advisory programs

• Renewal KPIs: Gross Renewal Rate, Net Renewal Rate, On-Time Renewals, Forecast Accuracy, Churn Attribution
• CSM KPIs: Account Retention Rate, Product Adoption & Active User Growth, Health Score Trends, NPS/CSAT, Time to Value

• 3+ years in Customer Success, Account Management, or a renewals-focused role in B2B SaaS
• Proven track record managing renewal pipelines and hitting gross/net renewal rate targets
• Comfortable with commercial conversations - entitlement validation, pricing, contract redlines
• Experience managing enterprise accounts with multiple stakeholders across procurement, operations, and leadership
• Strong analytical mindset - you use usage data, health scores, and adoption signals proactively, not reactively
• Excellent communicator in written, verbal, and executive-facing settings
• Strong cross-functional collaborator - able to align Sales, Legal, Finance, and Product around customer outcomes
• Familiarity with CS tooling (Hubspot, Gainsight, ChurnZero, or equivalent) is a plus

• Experience in aerospace, defense, energy, or advanced manufacturing
• Familiarity with export-controlled environments (ITAR, EAR, or equivalent)
• Ability to navigate long procurement cycles and government-adjacent buying processes

• Real impact - your accounts are building rockets, hypersonic aircraft, and clean energy infrastructure. The stakes are real, and so is the work
• A seat at the table - your customer insight directly shapes our product roadmap and company direction
• Competitive compensation with performance-based bonus tied to renewal KPIs
• Remote-first within the United States, with optional hybrid arrangements
• Low-bureaucracy environment where CSMs are genuinely empowered to make decisions
• Hybrid or remote work model
• 401(k) Matching
• Health, Dental and Vision Insurance
• Gym Membership Reimbursement

Manufacturo is at an inflection point. We've proven the platform with customers like Relativity Space, Hermeus, and Sierra Space - and we're scaling fast. The CSMs who join now will shape how we build the function, define what great

customer success looks like in deep-tech manufacturing, and grow with the company as it expands globally. Early is a feature, not a risk.