Senior Customer Success Manager

Summary

Join CoLab as a Senior Customer Success Manager and lead the post-sale journey for major Enterprise clients, focusing on achieving measurable business results and product adoption. You will collaborate with engineering and business stakeholders to align execution with customer goals and ensure CoLab becomes an integral part of their workflows. This role involves working closely with a cross-functional account team, including Customer Engineering Advisors and Sales partners. Significant in-person customer engagement is crucial for success, requiring proactive planning and prioritization of on-site visits. The position demands a proven track record of driving product adoption and influencing long-term retention and satisfaction within fast-paced, technical environments. Twice-yearly company Team Weeks take place at CoLab's HQ in St. John’s, Newfoundland.

Requirements

• 4-6 years of Customer Success or Account Management in B2B SaaS
• Experience working with technical, specialized customer personas
• Experience with customer journey orchestration and success planning in a high-ACV SaaS environment
• Strong customer storytelling, executive presence, and internal influence
• Proven success driving translating adoption to high-impact customer value
• Highly organized, proactive, and comfortable managing ambiguity
• Willingness to travel up to 25% of the time

Responsibilities

• Own adoption, satisfaction, and retention metrics for Enterprise and Key accounts
• Build, maintain, and execute Customer Success Plans that outline goals, milestones, and measures of success tied to business impact (e.g., time-to-market, rework reduction, margins)
• Execute onboarding plan and rollout strategy in collaboration with Customer Engineering Advisors
• Build and maintain strategic relationships across customer stakeholders
• Lead structured executive business reviews that translate CoLab usage to measurable outcomes and business impact
• Identify and resolve adoption blockers with urgency and creativity to proactively mitigate risk
• Collaborate with Sales on growth strategy, account planning, and renewal execution
• Partner with Customer Engineering Advisors and champions to define enablement strategies for driving process change in the context of an engineering organization’s existing workflows and toolsets
• Contribute to playbooks, onboarding tools, and scalable CS programs as we grow
• Manage risk with urgency and drive accountability across internal teams

Preferred Qualifications

• Exposure to design/manufacturing environments or engineering tools
• Experience in change management and onboarding frameworks
• Experience in high-growth SaaS environments