Strategic Customer Success Manager (CSM)

Overview

Strategic Customer Success Manager (CSM)

Join to apply for the Strategic Customer Success Manager (CSM) role at CoLab Software. As a Strategic CSM, 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. In-person customer engagement is a key part of this role's success, with on-site visits driving higher adoption and stronger relationships. Twice annually we bring together all CoLabers at our HQ in St. John\'s, Newfoundland (June and December). What you\'ll do

• 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 in a structured way to maximize product adoption & 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, 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

What we\'re looking for

• 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)
• Familiarity with land-and-expand SaaS motions
• Background 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 domain
• Take ownership of customer outcomes and internal clarity
• Thrive in a fast-paced, evolving environment where processes are still being shaped
• Are energized by solving complex customer challenges
• Lead strategic conversations with confidence and clarity
• Excel at cross-functional collaboration, even in ambiguous territory
• Operate with urgency and proactively mitigate risk
• Translate product signals into actionable customer strategy

Referrals increase your chances of interviewing at CoLab Software by 2x

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development

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