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CoLab builds AI for mechanical engineering teams, helping them bring complex products (cars, medical devices, jet engines) to market years sooner. The company has raised $72M in Series C funding, been named the 57th fastest-growing company in North America by Deloitte, and counts customers like Bombardier, Bobcat, Triumph Motorcycles, and GE Appliances.
As a Customer Value Manager, you will be the primary driver of adoption and value realization for CoLab's largest, most complex global customers. You are accountable end-to-end for ensuring customers achieve measurable business outcomes aligned with their strategic goals.
Key responsibilities include:
**Customer Strategy & Value Planning**: Join deals before close, research customer readiness, establish baseline metrics, and present tailored onboarding plans. Build and own the Customer Value Plan that connects the customer's business objectives to CoLab's capabilities, project-managing timelines, stakeholders, and adoption milestones.
**Engineering Workflow & Adoption**: Become a CoLab power user with deep product expertise. Consult on how customer engineering teams collaborate, design, review, and release products. Own CoLab configuration aligned to their workflows, continuously expanding use cases and refining processes. Drive adoption through change management, building relationships with key stakeholders and turning them into advocates.
**Value & Executive Engagement**: Analyze usage data against customer goals, quantify business impact, and own Quarterly Partnership Reviews presented to executive sponsors (VP+).
**Account Leadership**: Lead the account team by coordinating Customer Success Engineers, Forward Deployed Engineers, Sales, and Product. Drive outcomes through others without direct authority while remaining accountable for results. Identify and communicate risks early.
**Commercial Outcomes**: Own gross revenue retention across your book and manage renewals end-to-end (forecasting, negotiation, signature). Partner with Account Executives on expansion strategy and influence Net Revenue Retention.
You will work remotely across Europe with expectations to visit customers on-site at least 25% of the time. Twice yearly, all team members gather at CoLab's headquarters in St. John's, Newfoundland for Team Week (typically June and December).
**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 high-ACV SaaS environments
- 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
- **Engineering background or strong technical project experience (required)**: Degree in engineering or equivalent hands-on experience as a practicing engineer (design, manufacturing, systems, or quality) in a product development environment, with working knowledge of the product development lifecycle (decomposition and design through verification and validation)
- **Critical thinking (required)**: Ability to break down complex, ambiguous customer situations, challenge assumptions, separate signal from noise in data, and reach well-reasoned recommendations
- Experience managing complex enterprise relationships in technical, customer-facing roles (CS, consulting, solutions, field engineering, or engineer transitioning to customer-facing work)
- Experience driving adoption and change in enterprise engineering organizations: shaping workflows, training and enabling teams on technical products, and mobilizing stakeholders
- Business acumen and analytical rigor: connects customer business goals to CoLab's value and leverages usage data to quantify impact
- Strong cross-functional partner with proven ability to mobilize internal resources and drive outcomes through others without direct authority
- Experience owning renewals, including forecasting, commercial negotiation, and contract signature
**Nice to haves**:
- Hands-on experience with PLM tools (Windchill, Teamcenter) and CAD tools (Creo, NX, SolidWorks) as a power user or enabler
- Formal change management training or certification (e.g., Prosci)
- Familiarity with land-and-expand SaaS motions
- Background in vertical SaaS (construction tech, industrial IoT, logistics)
