CoLab Software - Senior Customer Success Manager
Requirements
• 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 • 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 • 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
Responsibilities
• 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
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