Senior Customer Success Manager

At CoLab, we help engineering teams bring life-changing products to the world years sooner. Our product, CoLab, is the world’s first Design Engagement System (DES) - a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. Our customers include the largest engineering organizations in the world such as Ford, Johnson Controls, Komatsu, and Polaris in the industrial equipment, consumer products, automotive, aerospace defense, and shipbuilding industries.

We’re not just offering a job; we’re inviting you to join a groundbreaking team that drives innovation in the tech industry. In this role, you’ll have the opportunity to work on cutting-edge projects with a team that values your unique skills and perspectives. Our supportive and collaborative environment is designed to foster your professional growth and creative problem-solving. With competitive compensation, comprehensive benefits, and a strong dedication to work-life balance, CoLab Software is where your career can truly thrive and make a meaningful impact.

Frequently cited statistics show that people who identify with historically marginalized groups are likely to apply to jobs only if they meet 100% of the qualifications. We encourage you to help us break that statistic and apply even if you don’t meet every single qualification—your potential is what matters most to us.

This position will require occasional travel for on-site team meetings in Newfoundland Canada, at least twice per year (primarily in December and June) in addition to occasional travel to customer sites. We recognize that travel can involve personal commitments, and we strive to accommodate individual circumstances, however the expectation is that travel to, and attendance at, the majority of these events is mandatory. Details about travel arrangements and covered expenses will be discussed during the hiring process.

As a Senior Customer Success Manager (CSM) at CoLab, you will play an integral role in the success of our customers as their primary relationship-holder in partnership with your Sales Team peers. You will be directly responsible for ensuring customers are maximizing the value received from our partnership, translating to their revenue retention, revenue growth and advocacy. This will be accomplished by acquiring a deep understanding of the business outcomes they’re looking to achieve, prescribing and holding customers accountable to the actions necessary (product adoption, processes, changement management disciplines) to achieve these outcomes and communicating the business impact driven. Integral to your success will be the ability to establish strong relationships at all levels of a customer's organization (C-Suite, VP, Director, Manager, frontline engineers), mobilizing each stakeholder to help drive the adoption of CoLab in order to support their organization in bringer higher quality products to market faster.

What you’ll do:

• Understand deeply the business outcomes customers are looking to drive - define a plan beginning in onboarding onwards, measure attainment, and communicate attainment to all customer stakeholders aligned to their desired business outcomes.
• Develop in-depth product knowledge in order to prescribe innovative solutions to solve complex customer problems using CoLab’s Software.
• Facilitate value-driven conversations with all levels of stakeholders throughout key touchpoints, such as health checks, QBRs, EBRs, and more.
• Ensure customers maximize the value extracted from our partnership that translates to their retention, revenue growth (additional investment) and advocacy.
• Provide an outstanding customer experience to a diverse list of customer accounts, primarily teams within large enterprise organizations.
• Analyze product adoption/usage across your accounts in order to prescribe opportunities for additional value to be received.
• Prescribe CoLab best practices to support customers in driving organizational change management.
• Identify and communicate churn risk to CoLab leadership and lead risk mitigation strategies.
• Work in close partnership with Sales partners to define and execute account strategies aligned to driving customer value revenue retention revenue growth
• Work cross functionally with Product and Engineering teams to communicate customer product feedback + trends arising in our customer base
• Share customer stories and insights regularly with the larger organization including customer wins, quotes, use cases, impact, and areas for improvement.
• Provide CoLab’s Sales and Marketing team with customer stories to support their departmental initiatives to market and sell to CoLab prospects.
• Provide mentorship and support to other team members as required.

What you’ll need:

• Demonstrated experience in engineering, with direct experience in design or manufacturing. Bonus points if you have strong knowledge of CAD and PLM tools.
• Experience in a technical account, project, or program management position.
• 3+ years experience managing large mid-market and/or enterprise accounts.
• Proven ability to establish strong relationships at C-level, VP, and Director levels. Is seen as a true partner and advisor
• Strong analytical + communication skills - ability to analyze and prescribe solutions aligned to desired business outcomes a customer is looking to drive
• Past demonstration of a best-in-class customer experience translating to increased customer value beyond the product offering
• Experience working in a start-up/small company environment.
• Passion for solving tough problems with a bias towards action
• Strong knowledge of technical concepts to provide high-level guidance with implementation and solutions.
• Ability to thrive in a highly ambiguous environment
• Strong organization and presentation skills
• Ability to use Salesforce, Zendesk, Google Suite and other software applications