Strategic Customer Success Manager

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September 28

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CoLab Software

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Software • Productivity • Enterprise

CoLab Software is a company focused on improving the design collaboration process for engineering teams. They provide tools that facilitate efficient CAD reviews and automate issue tracking, helping teams design better products faster. CoLab integrates with major PLM and CAD systems and supports a variety of use cases including supplier collaboration, cost reduction, new product development, and design for manufacturability. Their platform, featuring tools such as ReviewAI, enables users to generate feedback, collaborate in real-time, and capture performance data to drive continuous improvement. CoLab aims to streamline design processes, reduce decision-making errors, and enhance product quality.

51 - 200 employees

⚡ Productivity

🏢 Enterprise

📋 Description

• 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 • Coach customers to take ownership of their outcomes and proactively challenge the status quo to unlock ROI • Manage project timelines, stakeholders, and implementation milestones to maximize product adoption and customer value • Drive outcomes with a bias for urgency, balancing quality execution with time-to-value • Collaborate with Sales on growth strategy, account planning, and renewal execution • Identify risks early, define and execute action plans, and 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

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

🏖️ Benefits

• Remote work options (Europe, Canada, United States) • Twice-annual company Team Week at HQ in St. John’s, Newfoundland (typically June and December)