Strategic Customer Success Manager

Summary

Join CoLab as a Strategic Customer Success Manager and serve as a trusted advisor to our most complex, global enterprise customers. Lead the post-sale customer journey, driving business transformation and ensuring customers effectively adopt CoLab to achieve measurable ROI. Drive executive alignment, identify and mitigate risks, surface expansion opportunities, and collaborate cross-functionally to maximize customer value. Collaborate with Sales partners to support growth and retention and work closely with a team of Customer Engineering Advisors. Execute a customer success strategy that drives retention, value realization, and long-term growth. In-person customer engagement is a key part of this role. Twice annually, participate in company Team Week at our HQ in St. John’s, Newfoundland.

Requirements

• 7+ years in Customer Success, Strategic Consulting, or Enterprise Account Management
• Proven success driving enterprise transformation and value realization across global Fortune 1000 accounts
• Experience with customer journey orchestration and success planning in a high-ACV SaaS environment
• Track record of partnering with Sales to shape and execute multi-threaded expansion strategies in large, complex organizations
• Familiarity with navigating complex procurement, security, and compliance processes in enterprise accounts
• Strong executive presence and communication skills
• Comfortable operating in fast-paced, high-growth environments
• Highly organized, data-driven, and accountable
• Willingness to travel up to 25% of the time

Responsibilities

• Own gross revenue retention (GRR) across your book of business, with strong influence over NRR and account growth
• Define and communicate a clear customer success strategy aligned to their goals and CoLab’s expansion motion
• Lead executive engagement, stakeholder mapping, and success planning to drive measurable outcomes
• Lead structured executive business reviews that translate CoLab usage to measurable outcomes and business impact
• Collaborate with Sales on growth strategy, account planning, and renewal execution
• Identify risks early, define and execute action plans, escalate with urgency
• Leverage usage data, customer feedback, and adoption insights to inform strategy and measure success
• Support champions in building internal case studies and advocacy to accelerate adoption and expansion
• Partner with champions to drive change management, optimize engineering workflows, and accelerate time-to-value
• Partner with Sales in late-stage deals to shape rollout plans and success metrics
• Drive internal CS maturity by contributing to playbooks, onboarding assets, and scalable frameworks
• Act as a leader across the GTM org, modeling cross-functional alignment, ownership, and high performance

Preferred Qualifications

• Experience supporting engineering or manufacturing customers (CAD, PLM, or technical tools)
• Familiarity with land-and-expand SaaS motions
• Background in vertical SaaS (e.g., construction tech, industrial IoT, logistics)