Customer Success Manager

CoLab Software; Canada; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading software company in Canada is seeking a Customer Success Manager to lead the post-sale journey for Commercial and Enterprise customers. This role focuses on driving onboarding, product adoption, and customer satisfaction. The ideal candidate has 1-3 years of experience in customer-facing roles within B2B SaaS and is comfortable managing timelines and relationships. Some travel (up to 25%) may be required to meet with clients, ensuring strong engagement and outcomes.

Qualifications

• 1-3 years of experience in Customer Success or another customer-facing role in B2B SaaS.
• Proven relationship-building skills and clear communication.
• Ability to manage timelines and deliver structured outcomes.

Responsibilities

• Own adoption, satisfaction, and retention for Commercial and Enterprise accounts.
• Build and execute Customer Success Plans with clear goals and milestones.
• Drive outcomes with a bias for urgency and quality execution.

Skills

Customer Success

Communication

Relationship-building

Organization

Technical workflow curiosity

Data analysis

Tools

Salesforce

Slack

Mixpanel

Job description

At CoLab, we help engineering teams bring life‑changing products to the world years sooner. Our platform 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 spanning from industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding industries.

About the role

As a Customer Success Manager, you will lead the post‑sale customer journey for a portfolio of Commercial and Enterprise customers to drive successful onboarding, product adoption, and progress customers toward clear business outcomes. You’ll be part of a cross‑functional account team, working closely with Customer Engineering Advisors to align product adoption to customers’ technical workflows and partnering with Sales on growth opportunities. This is a foundational role for someone with 1‑3 years in a customer‑facing SaaS role with desire to grow into a Senior or Strategic CSM.

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. We recognize personal travel constraints may arise and we expect Strategic CSMs to proactively plan for and prioritize in‑person opportunities.

Twice annually we bring together all CoLabers at our HQ in St. John’s, Newfoundland (typically in June and December), to participate in company Team Week.

What you’ll do

• Own adoption, satisfaction, and retention for a set of Commercial and Enterprise accounts
• Build, maintain, and execute Customer Success Plans that outline goals, milestones, and measures of success tied to business impact
• Build and implement onboarding and rollout strategy to support champions and end users with workflow enablement and product training in partnership with Customer Engineering Advisors
• Own the timely execution of renewals through clear value articulation and alignment with customer outcomes
• Build strong working relationships with champions and engineering stakeholders
• 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
• Work with Customer Solution Engineers to support process change and workflow adoption
• Identify and resolve adoption blockers with urgency and creativity to proactively mitigate risk
• Lead structured business reviews that translate CoLab usage to measurable outcomes and business impact
• Contribute to playbooks, onboarding tools, and scalable CS programs as we grow

What we’re looking for

• 1‑3 years of experience in Customer Success, Support, Implementation, BDR/SDR, or another customer‑facing role in B2B SaaS
• Clear communicator with strong relationship‑building skills
• Bias for action and high degree of accountability
• Highly organized in delivering and managing timelines
• Curious about technical workflows and excited to learn how engineering teams work
• Comfortable working with data to drive action plans
• Willingness to travel up to 25% of the time

Nice to have

• Familiarity with engineering, manufacturing, or industrial domains
• Experience with onboarding, change management, or SaaS customer lifecycle models
• Exposure to SaaS tools like Salesforce, Slack, Mixpanel

You’ll thrive at CoLab if you:

• Are proactive, dependable, and customer‑obsessed
• Communicate with clarity, professionalism, and positivity
• Get energy from helping others succeed and solving user problems
• Are organized and resourceful in fast‑moving environments
• Want to learn and grow your career in Customer Success