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CoLab Software is hiring a Senior Customer Success Manager to lead the post-sale journey for Enterprise and Key accounts. CoLab's Design Engagement System (DES) helps engineering teams across industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding bring products to market faster through better design collaboration.
In this role, you will own adoption, satisfaction, and retention metrics for a portfolio of the company's largest customers. You'll build and execute Customer Success Plans tied to measurable business outcomes (time-to-market, rework reduction, margins), lead structured executive business reviews, and drive product adoption through strategic stakeholder relationships. You'll collaborate with Customer Engineering Advisors on technical enablement, work with Sales on account planning and renewal strategy, and identify/resolve adoption blockers with urgency.
Key responsibilities include managing customer onboarding and rollout strategies, coaching customers to unlock ROI, managing project timelines and implementation milestones, and contributing to scalable CS playbooks and programs. You'll also manage risk across internal teams and maintain accountability for customer outcomes.
The role requires 4-6 years of B2B SaaS Customer Success or Account Management experience, with proven success in high-ACV environments and technical customer personas. You should excel at translating product functionality into customer value, have strong executive presence and storytelling ability, and be comfortable with ambiguity in a fast-paced environment. Travel up to 25% of the time is expected, including twice-annual company Team Weeks in St. John's, Newfoundland, and regular on-site customer visits which are critical to driving adoption and relationships.
Nice-to-have skills include exposure to design/manufacturing or engineering tools, change management experience, and background in high-growth SaaS.
