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CoLab Software is hiring a Strategic Customer Success Manager to own the post-sale customer journey for aerospace and defense enterprise accounts. You will serve as a trusted advisor to the world's largest engineering organizations, driving business transformation and ensuring effective adoption of CoLab's Design Engagement System (DES) platform.
Key responsibilities include owning gross revenue retention across your book of business, defining and communicating customer success strategies aligned to their goals, leading executive engagement and structured business reviews, and managing project timelines to maximize product adoption. You'll coach customers to take ownership of outcomes, identify risks early, and collaborate cross-functionally with Sales, Customer Engineering, and internal teams to drive expansion and retention.
You will leverage usage data and customer feedback to inform strategy, support champions in building case studies and advocacy, and drive change management to optimize engineering workflows. The role requires acting as a leader across the go-to-market organization, modeling cross-functional alignment and high performance.
The position is based remotely in the US but requires up to 25% travel for in-person customer engagement, which has consistently driven higher adoption and deeper relationships. Twice annually, you'll attend company Team Week at headquarters in St. John's, Newfoundland.
Required qualifications: 7+ years in Customer Success, Strategic Consulting, or Enterprise Account Management; proven success driving enterprise transformation across Fortune 1000 accounts; experience with customer journey orchestration in high-ACV SaaS; track record of multi-threaded expansion strategies; familiarity with complex procurement and compliance processes; strong executive presence; comfort in fast-paced, high-growth environments; and willingness to travel.
Nice-to-have: experience supporting engineering/manufacturing customers in aerospace and defense; familiarity with CAD, PLM, or technical tools; land-and-expand SaaS motion experience; or background in vertical SaaS.
