Remote Strategic Customer Success Manager

Summary

Join CoLab's groundbreaking team as a Strategic Customer Success Manager (CSM) and play an integral role in the success of our customers. You will oversee a diverse portfolio of accounts, ensuring customers maximize value from our partnership, translating to revenue retention, 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
• 5+ years experience managing large 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

• Manage a portfolio of customer accounts consisting of our largest, most intricate customers
• 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
• Understand our product deeply in order to provide innovative solutions to solve complex customer problems using CoLab’s Software, acting as an advisor and sought-out product expert
• 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 external data to drive customer awareness and action aligned to the overall vision for the account
• 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
• Acts as a consultant to cross-functional teams, advising on the strategic direction of CoLab based on future predictions + customer input
• Provide mentorship and support to other team members as required