Senior Customer Success Manager

At CoLab, we help engineering teams bring life-changing products to the world years sooner. Our platform is the world’s first Design Engagement System (DES) - a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. Our customers include the largest engineering organizations in the world spanning from industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding industries.

As a Senior Customer Success Manager, you will lead the post-sale customer journey for a portfolio of our largest Enterprise customer, with a focus on driving measurable business results, product adoption, long-term retention. You’ll partner closely with engineering and business stakeholders to align execution to customer goals, drive product adoption, and ensure CoLab becomes integral to customers’ workflows.

You’ll be part of a cross-functional account team, working closely with Customer Engineering Advisors to deliver technical enablement and collaborating with Sales partners to support retention and expansion. This is a growth-oriented role for someone who thrives in fast-paced, technical environments and has a proven track record of driving product adoption to influence long-term retention and satisfaction.

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 Senior 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.

• Own adoption, satisfaction, and retention metrics for Enterprise and Key accounts
• Build, maintain, and execute Customer Success Plans that outline goals, milestones, and measures of success tied to business impact (e.g., time-to-market, rework reduction, margins)
• Execute onboarding plan and rollout strategy in collaboration with Customer Engineering Advisors
• Build and maintain strategic relationships across customer stakeholders
• 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
• Identify and resolve adoption blockers with urgency and creativity to proactively mitigate risk
• Collaborate with Sales on growth strategy, account planning, and renewal execution
• Partner with Customer Engineering Advisors and champions to define enablement strategies for driving process change in the context of an engineering organization’s existing workflows and toolsets
• Contribute to playbooks, onboarding tools, and scalable CS programs as we grow
• Manage risk with urgency and drive accountability across internal teams

• 4-6 years of Customer Success or Account Management in B2B SaaS
• Experience working with technical, specialized customer personas 
• Experience with customer journey orchestration and success planning in a high-ACV SaaS environment
• Strong customer storytelling, executive presence, and internal influence
• Proven success driving translating adoption to high-impact customer value
• Highly organized, proactive, and comfortable managing ambiguity
• Willingness to travel up to 25% of the time
  

• Exposure to design/manufacturing environments or engineering tools
• Experience in change management and onboarding frameworks
• Experience in high-growth SaaS environments
  

• Excel at translating product functionality into customer value in a technical domain
• Take ownership of customer outcomes and internal clarity
• Solve complex adoption challenges with structured thinking
• Influence internal and external stakeholders to drive outcomes
• Bring commercial and strategic curiosity to customer conversations
• Are proactive in surfacing risks, proposing action plans, and keeping stakeholders aligned
• Help your team scale by sharing best practices and leading by example