Aerospace & Defence Strategic CSM — Executive ROI

CoLab; Boston (MA); Hybrid; USD 140,000 - 190,000; Full time

Job summary

CoLab is seeking a Strategic Customer Success Manager focused on Aerospace and Defence. You will be a trusted advisor to global enterprise customers, leading post‑sale journeys to drive ROI and adoption of CoLab’s Design Engagement System.

Expect executive alignment, risk mitigation, and cross‑functional collaboration to maximize customer value. In-person engagements are key, with on-site opportunities prioritized.

Qualifications

• 7+ years in Customer Success, Strategic Consulting, or Enterprise Account Management.
• Experience driving enterprise transformation and value realization across global Fortune 1000 accounts.
• Experience with customer journey orchestration and success planning in high-ACV SaaS.
• Track record partnering with Sales to shape multi-threaded expansion strategies in large, complex orgs.
• Familiarity with procurement, security, and compliance processes in enterprise accounts.
• Strong executive presence and communication skills.
• Comfortable in fast-paced, high-growth environments.
• Highly organized, data-driven, and accountable.
• Willingness to travel up to 25%.

Responsibilities

• Own gross revenue retention across aerospace and defence book of business with influence over NRR and growth.
• Define and communicate a clear CS strategy aligned to goals and expansion motion.
• Lead executive engagement, stakeholder mapping, and success planning for measurable outcomes.
• Lead executive business reviews translating usage to measurable business impact.
• Coach customers to own outcomes and challenge the status quo to unlock ROI.
• Manage timelines, stakeholders, and milestones to maximize product adoption and value.
• Drive urgency with focus on time-to-value and quality execution.
• Collaborate with Sales on growth strategy, account planning, and renewals.
• Identify risks early, define action plans, and elevate with urgency.
• Leverage usage data and feedback to inform strategy and measure success.
• Support champions in building internal case studies and advocacy.

Skills

Enterprise CS

Expansion strategy

Executive engagement

Stakeholder mapping

Data-driven

Travel readiness

Job description

CoLab is seeking a Strategic Customer Success Manager focused on Aerospace and Defence. You will be a trusted advisor to global enterprise customers, leading post‑sale journeys to drive ROI and adoption of CoLab’s Design Engagement System.

Expect executive alignment, risk mitigation, and cross‑functional collaboration to maximize customer value. In-person engagements are key, with on-site opportunities prioritized.