Strategic Customer Success Manager

CoLab Software; Canada; Remote; CAD 85,000 - 105,000; Full time

Job summary

CoLab Software seeks a Strategic Customer Success Manager to enhance customer engagement and drive revenue growth across enterprise accounts. You will partner with Sales to implement account strategies, ensuring long-term value and retention. Ideal candidates possess a background in engineering and a strong understanding of customer success best practices.

Qualifications

• 5+ years managing enterprise accounts in Customer Success or Technical roles.
• Strong background in mechanical engineering, design, or manufacturing.
• Proven success driving customer transformation and revenue expansion.

Responsibilities

• Collaborate with Sales to develop account strategies.
• Monitor product usage and recommend adoption strategies.
• Build relationships with C-level executives.

Skills

Customer Success

Account Management

Strategic Planning

Change Management

Data Literacy

Education

Bachelor's degree in Engineering or related field

Tools

Salesforce

Zendesk

Google Suite

Job description

At CoLab, we help mechanical engineering teams bring life-changing products to market faster. Our cloud-based platform is purpose-built for effective design review, empowering engineers, designers, and stakeholders to collaborate efficiently and reduce costly mistakes. Innovators at companies like Ford, Komatsu, and Johnson Controls use CoLab to design the next generation of world-class products.

The Opportunity

As a Strategic Customer Success Manager (CSM) at CoLab, you will be accountable for ensuring long-term customer value (quantifiable), retention, and revenue growth across a portfolio of high-value enterprise accounts. You will work hand-in-hand with Sales to co-own strategic account plans, will be directly accountable for driving deep customer engagement, and ensuring the measurable value of CoLab is both realized and communicated.

This role is ideal for someone with a strong blend of engineering expertise and business acumen who is driven to lead customer transformation initiatives, build meaningful executive relationships, and act as a trusted advisor.

Key Responsibilities

1. Strategic Account Planning

• Collaborate closely with Sales to develop and execute holistic account strategies aimed at achieving mutual customer and CoLab business goals.
  
  
• Map stakeholders and influence across multiple levels, from front-line engineers to C-suite.
  
  
• Understand a customer’s current-state, desired future-state, and prescribe a strategic success plan to bridge the gap.
  
  
• Use customer goals as north stars for onboarding, adoption, and expansion efforts.
  
  
• Quantify and communicate the business impact delivered through CoLab via metrics, case studies, and ROI analyses.
  
  

3. License Maximization and Adoption

• Monitor product usage and proactively recommend adoption strategies aligned to functional and business objectives.
  
  
• Orchestrate change management initiatives across the customer organization to maximize software usage.
  
  

4. Executive Engagement and Stakeholder Management

• Build, maintain, and influence relationships at all levels of the organization including C-level executives.
  
  
• Deliver value-driven touchpoints (e.g., EBRs, QBRs, Health Checks) that reinforce the strategic value of CoLab.
  
  

5. Change Leadership and Enablement

• Serve as a change management coach to customer champions, helping them mobilize their teams to fully adopt CoLab practices.
  
  
• Prescribe best practices and lead CoLab enablement to accelerate customer maturity.
  
  

6. Customer Risk and Growth Management

• Identify and mitigate churn risks early through strategic intervention.
  
  
• Drive customer expansion through recognition of growth opportunities and collaborative selling with Sales.
  
  

7. Internal Collaboration and Advocacy

• Act as the voice of the customer internally, providing feedback to Product and Engineering.
  
  
• Collaborate with Marketing to develop customer stories, testimonials, and insights.
  
  

8. Mentorship and Team Contribution

• Mentor peers and contribute to the evolution of Customer Experience practices.
  
  
• Share learnings, successes, and insights with the broader organization.
  
  

What You'll Bring

• 5+ years of experience managing enterprise accounts in Customer Success, Program Management, or Technical Account Management roles.
  
  
• Strong background in mechanical engineering, design, or manufacturing environments (bonus for CAD or PLM familiarity).
  
  
• Proven success in driving license adoption, customer transformation, and revenue expansion.
  
  
• Demonstrated ability to build credibility and partnerships with executives (VP and C-suite level).
  
  
• Exceptional organizational and presentation skills with a prescriptive and proactive mindset.
  
  
• Strong data literacy: ability to analyze trends, develop insights, and present impact narratives.
  
  
• Experience in high-growth tech environments or startups preferred.
  
  
• Tools: Salesforce, Zendesk, Google Suite; ability to quickly learn internal systems.
  
  

Why You Might Love This Role

• You're passionate about solving complex business problems and driving real customer impact.
  
  
• You thrive in an environment where you own outcomes and are empowered to lead.
  
  
• You care about people, relationships, and delivering world-class customer experiences.
  
  
• You’re ready to help shape the future of engineering collaboration with a fast-growing SaaS company.
  
  

We Value Diverse Perspectives

We strongly encourage individuals from historically underrepresented communities to apply—even if you don’t meet 100% of the qualifications. We believe your potential and passion are just as important as your experience.

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