Senior Manager of Customer Success

Summary

Join CoLab's high-performing team as a key leadership hire, leading and scaling a team of Customer Success Managers (CSMs). You will drive product adoption, deliver measurable value, and achieve industry-leading retention across Fortune 1000 customers. Foster team excellence, build scalable systems, and collaborate cross-functionally, representing the customer's voice. Align customer outcomes with CoLab's strategic goals, champion operational excellence, and cultivate a culture of accountability and coaching. Lead through complexity, guiding your team as they consult on change management within large, global organizations. This role offers a clear path to senior leadership within CoLab's growing global Customer Success organization and involves significant in-person customer engagement.

Requirements

• 2+ years of experience managing or leading high-performing Customer Success or post-sale teams
• Proven track record of building and scaling outcome-driven CS teams in fast-paced, high-growth environments
• Experience developing team structures, career paths, and performance systems that support scale
• Strong coaching mindset with a demonstrated ability to elevate individual and team performance
• 5+ years in Customer Success, Account Management, or Post-Sales roles in B2B SaaS
• Demonstrated success driving customer value realization, adoption, retention, and expansion
• Experience increasing ACV through structured execution and strategic engagement models
• Skilled at leading teams through ambiguity and coaching them to navigate complex, enterprise accounts
• Experience supporting large, global enterprise customers with complex stakeholder orgs and high ARR potential
• Comfort operating in technical SaaS environments and partnering with product, solutions engineering, and technical stakeholders
• Familiarity with enterprise change management and strategic account planning
• Strong data fluency: able to interpret leading and lagging indicators, uncover risk/opportunity signals, and drive accountability
• Experience scaling CS functions through process design, automation, and enablement
• Effective cross-functional collaborator—especially with Sales, Product, RevOps, and Enablement—to drive customer and business outcomes
• Strong executive presence, structured thinking, and strategic communication skills
• Highly organized, proactive, and outcome-oriented with a continuous improvement mindset
• Willingness to travel up to 20% for customer engagements and team offsites

Responsibilities

• Inspire and develop a high-performing, impact-driven team of CSMs
• Hire, coach, and grow a team of CSMs focused on adoption, customer value realization, retention, and expansion
• Set and uphold high performance standards aligned with CoLab’s CSM career path and culture of accountability
• Own performance management and career development for direct reports
• Foster a culture of coaching, peer learning, and knowledge sharing
• Serve as the first point of escalation for team support and strategic decision-making
• Deliver measurable customer impact and drive retention and growth
• Ensure consistent execution across account strategy, success planning, business reviews, and stakeholder engagement
• Leverage data to drive team accountability and results across core metrics (time to value, license adoption, gross retention, net revenue retention)
• Act as a strategic escalation point to resolve customer risks and ensure successful long-term outcomes
• Collaborate cross-functionally with Customer Solutions Engineering, Sales, Product, RevOps, and Enablement to streamline workflows, reduce friction and achieve business goals
• Guide the team in delivering measurable value tied to key outcomes: time-to-market acceleration, rework reduction, and ROI realization
• Build scalable systems to drive consistency, impact, and efficiency
• Lead hiring and support onboarding and enablement for new team members to ensure 1) fast time to ramp 2) they meet and/or exceed expectations when exiting onboarding
• Implement and maintain inspection rhythms to track both leading and lagging indicators for team and customer performance
• Champion the use of data, automation, and AI tools to increase scale and operational consistency
• Partner with CS Enablement to build repeatable, scalable playbooks that map to the customer value journey—from adoption through GRR and NRR outcomes
• Build and evolve scalable processes and playbooks that align to customer segment needs and drive consistent outcomes across the CS team
• Identify and implement proactive interventions across the customer lifecycle in partnership with CS leadership
• Shape CoLab’s customer strategy and represent the customer voice internally
• Act as a strategic advisor to CS leadership—surfacing insights and solutions that accelerate value realization, mitigate risk, and drive growth
• Serve as a senior voice in strategic planning conversations, helping shape CS priorities and championing customer needs in company-wide initiatives
• Regularly communicate performance against goals, key blockers, and strategic recommendations to senior leadership
• Partner with Customer Solutions Engineering to ensure seamless onboarding, technical alignment, and embedded product usage
• Elevate the voice of the customer (VOC) to influence Product, Marketing, and GTM strategies
• Collaborate closely with GTM, RevOps, and Product teams to influence roadmap priorities, shape expansion plays, and enhance the end-to-end customer journey
• Model leadership maturity, strategic decision-making, and cross-functional alignment across the GTM org

Preferred Qualifications

• Experience working with technical, specialized customer personas in vertical SaaS (engineering, manufacturing, and R&D a plus)
• Experience managing through SaaS transformation motions (land & expand, multi-threaded accounts, CS platforms)
• Experience helping build or scale CS processes in a high-growth environment
• Familiarity with coaching frameworks, team enablement programs, and operational playbook development

Benefits

Twice-annual team offsites in St. John’s, Newfoundland