At CoLab, we are looking for a Strategic Customer Success Manager to serve as a trusted advisor to complex, global enterprise customers. You will lead the post-sale customer journey to drive business transformation and ensure effective adoption of CoLab to achieve measurable ROI.
What You'll Do
- Own gross revenue retention across your book of business, with strong influence over net revenue retention and account growth.
- Define and communicate a clear customer success strategy aligned to customer 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 and 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, and 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 customer success maturity by contributing to playbooks, onboarding assets, and scalable frameworks.
- Act as a leader across the go-to-market organization, modeling cross-functional alignment, ownership, and high performance.
What We're Looking For
- 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-annual contract value 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.
Nice to Have
- Experience supporting engineering or manufacturing customers (with CAD, PLM, or similar technical tools).
- Familiarity with land-and-expand SaaS motions.
- Background in vertical SaaS (e.g., construction tech, industrial IoT, logistics).
Team & Environment
You will collaborate with Sales partners and a team of Customer Engineering Advisors.
Work Mode
This is a global role based in Europe.
We are a team who excels at translating product functionality into customer value in a technical domain, takes ownership of customer outcomes and internal clarity, and thrives in a fast-paced, evolving environment where processes are still being shaped. We are energized by solving complex customer challenges, lead strategic conversations with confidence and clarity, and excel at cross-functional collaboration even in ambiguous territory. We operate with urgency, proactively mitigate risk, and translate product signals into actionable customer strategy.
