Strategic Customer Success Manager – Aerospace & Defense

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October 24

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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 portfolio, with strong influence over net revenue retention (NRR) and strategic expansion within global A&D accounts • Define and execute a customer success strategy aligned with long-cycle aerospace programs, engineering milestones, and CoLab’s broader expansion motion • Lead executive engagement, stakeholder mapping, and success planning to drive measurable business outcomes • Conduct executive-level business reviews that connect CoLab adoption to quantifiable impact such as reduced engineering change cycles, improved program velocity, or supplier collaboration efficiency • Translate customer insights, usage data, and feedback into actionable strategies that accelerate time-to-value and showcase ROI • Partner cross-functionally with Sales, Product, and Solutions Engineering to deliver adoption outcomes, manage risk, and uncover new growth opportunities • Coach customer champions to build internal advocacy and communicate success stories that drive organizational buy-in and expansion • Lead customers through change management and workflow optimization, helping them embed CoLab into critical engineering and manufacturing processes • Identify risk signals early, define mitigation plans, and escalate with urgency when required • Contribute to the evolution of CoLab’s Customer Success playbooks and frameworks, raising the standard for strategic execution and operational excellence across the team • Act as a cross-functional leader, modeling accountability, ownership, and clarity in a fast-paced, scaling environment

🎯 Requirements

• 7+ years in Customer Success, Strategic Consulting, or Enterprise Account Management, preferably with exposure to aerospace, defense, or complex engineering/manufacturing environments • All applicants must be eligible for the necessary authorizations to access information or technology governed by export control and defense compliance programs (ex: ITAR, EAR, or Canada’s Controlled Goods Program) • Proven track record driving enterprise transformation and measurable outcomes for global manufacturing or defense-industry customers • Comfortable navigating compliance, procurement, and security requirements common in A&D (ex: ITAR, export control, multi-site governance) • 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 • Ability to travel up to 25% of the time

🏖️ Benefits

• In-person customer engagement • Opportunities for travel and on-site visits to drive higher adoption, • deep relationships, and better business outcomes