Customer Success Manager

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.

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 retention and 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.

• 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
• Build strong working relationships with champions and engineering stakeholders
• Work with Customer Engineering Advisors 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

• 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

• 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

• 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

• Be part of a high-growth company shaping the future of engineering 
• Work with passionate, forward-thinking customers and teammates
• Develop your skills in a company that invests in its people
• Help build a world-class Customer Success function from the ground up