Strategic Enterprise CSM — Drive ROI & Expansion

CoLab

Boston (MA)

On-site

USD 120,000 - 180,000

Full time

14 days+

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

CoLab in Boston is seeking a Strategic Customer Success Manager to lead the post-sale journey for global enterprise customers, driving business transformation, adoption, and measurable ROI. You will work with Sales and Customer Engineering Advisors to maximize value, while aligning executives and planning success initiatives.

In-person engagement is a key success factor; travel up to 25% is expected to strengthen relationships and outcomes across Fortune 1000 accounts.

Qualifications

7+ years in Customer Success, Strategic Consulting, or Enterprise Account Management.
Experience with 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.
Strong executive presence and communication skills.

Responsibilities

Own gross revenue retention (GRR) across your book of business, with strong influence over NRR and account growth.
Define and communicate a clear customer success strategy aligned to 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 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, elevate 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 CS maturity by contributing to playbooks, onboarding assets, and scalable frameworks.
Act as a leader across the GTM org, modeling cross-functional alignment, ownership, and high performance.