Strategic Customer Success Manager

Summary

Join CoLab as a Strategic Customer Success Manager (CSM) and ensure long-term customer value, retention, and revenue growth. Collaborate with Sales to develop and execute account strategies, drive deep customer engagement, and communicate CoLab's value. Understand customer needs, prescribe success plans, and quantify business impact. Maximize software usage, orchestrate change management, and build executive relationships. Identify and mitigate churn risks, drive customer expansion, and act as a voice of the customer internally. Mentor peers and contribute to evolving Customer Experience practices. This role requires strong engineering expertise and business acumen, making you a trusted advisor to clients.

Requirements

• 5+ years of experience managing enterprise accounts in Customer Success, Program Management, or Technical Account Management roles
• Strong background in mechanical engineering, design, or manufacturing environments (bonus for CAD or PLM familiarity)
• Proven success in driving license adoption, customer transformation, and revenue expansion
• Demonstrated ability to build credibility and partnerships with executives (VP and C-suite level)
• Exceptional organizational and presentation skills with a prescriptive and proactive mindset
• Strong data literacy: ability to analyze trends, develop insights, and present impact narratives
• Tools: Salesforce, Zendesk, Google Suite; ability to quickly learn internal systems

Responsibilities

• Collaborate closely with Sales to develop and execute holistic account strategies aimed at achieving mutual customer and CoLab business goals
• Map stakeholders and influence across multiple levels, from front-line engineers to C-suite
• Understand a customer’s current-state, desired future-state, and prescribe a strategic success plan to bridge the gap
• Use customer goals as north stars for onboarding, adoption, and expansion efforts
• Quantify and communicate the business impact delivered through CoLab via metrics, case studies, and ROI analyses
• Monitor product usage and proactively recommend adoption strategies aligned to functional and business objectives
• Orchestrate change management initiatives across the customer organization to maximize software usage
• Build, maintain, and influence relationships at all levels of the organization including C-level executives
• Deliver value-driven touchpoints (e.g., EBRs, QBRs, Health Checks) that reinforce the strategic value of CoLab
• Serve as a change management coach to customer champions, helping them mobilize their teams to fully adopt CoLab practices
• Prescribe best practices and lead CoLab enablement to accelerate customer maturity
• Identify and mitigate churn risks early through strategic intervention
• Drive customer expansion through recognition of growth opportunities and collaborative selling with Sales
• Act as the voice of the customer internally, providing feedback to Product and Engineering
• Collaborate with Marketing to develop customer stories, testimonials, and insights
• Mentor peers and contribute to the evolution of Customer Experience practices
• Share learnings, successes, and insights with the broader organization

Preferred Qualifications

Experience in high-growth tech environments or startups preferred