Customer Success Manager

Summary

Join CoLab as a Customer Success Manager and lead the post-sale customer journey for Commercial and Enterprise clients, driving successful onboarding, product adoption, and achieving clear business outcomes. Collaborate with cross-functional teams, including Customer Engineering Advisors and Sales, to align product adoption with customer workflows and identify growth opportunities. This role involves significant in-person customer engagement to foster deeper relationships and better outcomes. The position is ideal for someone with 1-3 years of experience in a customer-facing SaaS role and a desire for career growth. CoLab offers a unique work environment with twice-annual company Team Weeks at their headquarters in St. John’s, Newfoundland. This role is foundational for growth into a Senior or Strategic CSM position.

Requirements

• 1-3 years of experience in Customer Success, Support, Implementation, BDR/SDR, or another customer-facing role in B2B SaaS
• Clear communicator with strong relationship-building skills
• Bias for action and high degree of accountability
• Highly organized in delivering and managing timelines
• Curious about technical workflows and excited to learn how engineering teams work
• Comfortable working with data to drive action plans
• Willingness to travel up to 25% of the time

Responsibilities

• Own adoption, satisfaction, and retention for a set of Commercial and Enterprise accounts
• Build, maintain, and execute Customer Success Plans that outline goals, milestones, and measures of success tied to business impact
• Build and implement onboarding and rollout strategy to support champions and end users with workflow enablement and product training in partnership with Customer Engineering Advisors
• Build strong working relationships with champions and engineering stakeholders
• Wortk with Customer Engineering Advisors to support process change and workflow adoption
• Identify and resolve adoption blockers with urgency and creativity to proactively mitigate risk
• Lead structured business reviews that translate CoLab usage to measurable outcomes and business impact
• Contribute to playbooks, onboarding tools, and scalable CS programs as we grow

Preferred Qualifications

• Familiarity with engineering, manufacturing, or industrial domains
• Experience with onboarding, change management, or SaaS customer lifecycle models
• Exposure to SaaS tools like Salesforce, Slack, Mixpanel

Benefits

• Be part of a high-growth company shaping the future of engineering
• Work with passionate, forward-thinking customers and teammates
• Develop your skills in a company that invests in its people
• Help build a world-class Customer Success function from the ground up