Remote Senior Customer Success Manager

Summary

Join CoLab Software as a Senior Customer Success Manager (CSM) and play an integral role in the success of our customers. You will be responsible for ensuring customers maximize the value received from our partnership, translating to their revenue retention, revenue growth, and advocacy.

Requirements

• Demonstrated experience in engineering, with direct experience in design or manufacturing. Bonus points if you have strong knowledge of CAD and PLM tools
• Experience in a technical account, project, or program management position
• 3+ years experience managing large mid-market and/or enterprise accounts
• Proven ability to establish strong relationships at C-level, VP, and Director levels. Is seen as a true partner and advisor
• Strong analytical + communication skills - ability to analyze and prescribe solutions aligned to desired business outcomes a customer is looking to drive
• Past demonstration of a best-in-class customer experience translating to increased customer value beyond the product offering
• Experience working in a start-up/small company environment
• Passion for solving tough problems with a bias towards action
• Strong knowledge of technical concepts to provide high-level guidance with implementation and solutions
• Ability to thrive in a highly ambiguous environment
• Strong organization and presentation skills
• Ability to use Salesforce, Zendesk, Google Suite and other software applications

Responsibilities

• Understand deeply the business outcomes customers are looking to drive - define a plan beginning in onboarding onwards, measure attainment, and communicate attainment to all customer stakeholders aligned to their desired business outcomes
• Develop in-depth product knowledge in order to prescribe innovative solutions to solve complex customer problems using CoLab’s Software
• Facilitate value-driven conversations with all levels of stakeholders throughout key touchpoints, such as health checks, QBRs, EBRs, and more
• Ensure customers maximize the value extracted from our partnership that translates to their retention, revenue growth (additional investment) and advocacy
• Provide an outstanding customer experience to a diverse list of customer accounts, primarily teams within large enterprise organizations
• Analyze product adoption/usage across your accounts in order to prescribe opportunities for additional value to be received
• Prescribe CoLab best practices to support customers in driving organizational change management
• Identify and communicate churn risk to CoLab leadership and lead risk mitigation strategies
• Work in close partnership with Sales partners to define and execute account strategies aligned to driving customer value > revenue retention > revenue growth
• Work cross functionally with Product and Engineering teams to communicate customer product feedback + trends arising in our customer base
• Share customer stories and insights regularly with the larger organization including customer wins, quotes, use cases, impact, and areas for improvement
• Provide CoLab’s Sales and Marketing team with customer stories to support their departmental initiatives to market and sell to CoLab prospects
• Provide mentorship and support to other team members as required