CoLab Software

Strategic Customer Success Manager

USA Remote

Sponsorship not specifiedDetected 5 days ago

Account ManagementExcelLogisticsProcurementCustomer SuccessCommunicationCollaborationOrganizational Skills

About the role

As a Strategic Customer Success Manager, you will serve as a trusted advisor to our most complex, global enterprise customers.
In-person customer engagement is a key part of this role's success.
On-site visits have consistently driven higher adoption, deeper relationships, and better business outcomes for our customers.

Own gross revenue retention (GRR) across your book of business, with strong influence over NRR and account growth
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
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
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

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

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
Excel at cross-functional collaboration, even in ambiguous territory

You will lead the post-sale customer journey, driving business transformation and ensuring customers effectively adopt CoLab to achieve measurable ROI.
John's, Newfoundland (typically in June and December), to participate in company Team Week.
Coach customers to take ownership of their outcomes and proactively challenge the status quo to unlock ROI

This listing is sourced directly from CoLab Software's careers page and normalized into a canonical job model.