Strategic Customer Success Manager (CSM)

About CoLab At CoLab, we want to help mechanical engineering teams bring life-changing products to market years sooner. CoLab is a cloud based platform for engineering design review. We make it easy for subject matter experts (SMEs) across your business to access, evaluate, and comment on 2D drawings and 3D models. Our built-in AI peer checker, AutoReview, scans designs for common errors or non-compliance with your standards and guidelines. AutoReview creates markups and comments on your files, in context – just like a human checker. With CoLab, human SMEs and AI work together to help you make better decisions and improve designs faster. We automatically capture knowledge from across your global business that would otherwise be buried in emails, spreadsheets, slide decks, and unknown locations in Sharepoint or PLM. Then, we make sure every lesson learned and every design guideline is applied exactly when it matters. Companies like Johnson Controls, Komatsu, Schaeffler, and Polaris have launched products 40% faster, cut BOM costs by 50%, and reduced quality escapes by 15% in 1 year. About the role As a Strategic Customer Success Manager, you will serve as a trusted advisor to our most complex, global enterprise customers. You will lead the post-sale customer journey, driving business transformation and ensuring customers effectively adopt CoLab to achieve measurable ROI. You'll drive executive alignment, identify and mitigate risks, surface expansion opportunities, and collaborate cross-functionally to maximize customer value. You will collaborate with Sales partners to support growth and retention and work closely with a team of Customer Engineering Advisors to enable customer teams on CoLab's capabilities. Your role is to 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's success. On-site visits have consistently driven higher adoption, deeper relationships, and better business outcomes for our customers. We recognize personal travel constraints may arise and we expect Strategic CSMs to proactively plan for and prioritize in-person opportunities. Twice annually we bring together all CoLabers at our HQ in St. John's, Newfoundland (typically in June and December), to participate in company Team Week. What you'll do Own gross revenue retention (GRR) across your book of business, with strong influence over NRR and account growthDefine and communicate a clear customer success strategy aligned to their goals and CoLab's expansion motionLead executive engagement, stakeholder mapping, and success planning to drive measurable outcomesLead structured executive business reviews that translate CoLab usage to measurable outcomes and business impactCoach customers to take ownership of their outcomes and proactively challenge the status quo to unlock ROIManage project timelines, stakeholders, and implementation milestones in a structured way to maximize product adoption & customer valueDrive outcomes with a bias for urgency, balancing quality execution with time-to-valueCollaborate with Sales on growth strategy, account planning, and renewal executionIdentify risks early, define and execute action plans, escalate with urgencyLeverage usage data, customer feedback, and adoption insights to inform strategy and measure successSupport champions in building internal case studies and advocacy to accelerate adoption and expansionPartner with champions to drive change management, optimize engineering workflows, and accelerate time-to-valuePartner with Sales in late-stage deals to shape rollout plans and success metricsDrive internal CS maturity by contributing to playbooks, onboarding assets, and scalable frameworksAct as a leader across the GTM org, modeling cross-functional alignment, ownership, and high performance What we're looking for 7+ years in Customer Success, Strategic Consulting, or Enterprise Account ManagementProven success driving enterprise transformation and value realization across global Fortune 1000 accountsExperience with customer journey orchestration and success planning in a high-ACV SaaS environmentTrack record of partnering with Sales to shape and execute multi-threaded expansion strategies in large, complex organizationsFamiliarity with navigating complex procurement, security, and compliance processes in enterprise accountsStrong executive presence and communication skillsComfortable operating in fast-paced, high-growth environmentsHighly organized, data-driven, and accountableWillingness to travel up to 25% of the time Nice to have Experience supporting engineering or manufacturing customers (CAD, PLM, or technical tools)Familiarity with land-and-expand SaaS motionsBackground in vertical SaaS (e.g., construction tech, industrial IoT, logistics) You'll thrive at CoLab if you: Excel at translating product functionality into customer value in a technical domainTake ownership of customer outcomes and internal clarityThrive in a fast-paced, evolving environment where processes are still being shapedAre energized by solving complex customer challengesLead strategic conversations with confidence and clarityExcel at cross-functional collaboration, even in ambiguous territoryOperate with urgency and proactively mitigate riskTranslate product signals into actionable customer strategy