CoLab Software - Strategic Customer Success Manager - Aerospace and Defence
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 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 • Experience supporting engineering or manufacturing customers (CAD, PLM, or technical tools) in Aerospace and Defence • 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
Responsibilities
• Own gross revenue retention (GRR) across your book of business in aerospace and defence, 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
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