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Strategic Customer Success Manager - Aerospace and Defence

3 weeks, 5 days ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
CoLab

CoLab

CoLab is a collaborative engineering platform that streamlines design reviews, prevents errors, and speeds up product development for hardware engineering teams.

Construction & Engineering
51-250
Founded 2017
$20M raised
View All Jobs 10

Description

  • Own gross revenue retention across a portfolio of aerospace and defence accounts, with influence over net revenue retention and account growth.
  • Define and communicate customer success strategies aligned to customer goals and CoLab’s expansion motion.
  • Lead executive engagement, stakeholder mapping, and success planning to drive measurable outcomes.
  • Run structured executive business reviews that connect CoLab usage to business impact.
  • Coach customers to take ownership of outcomes and uncover opportunities to improve ROI.
  • Manage project timelines, stakeholders, and implementation milestones to maximize product adoption and customer value.
  • Collaborate with Sales on growth strategy, account planning, renewal execution, and late-stage deal rollout plans.
  • Identify risks early, create and execute action plans, and escalate issues with urgency.
  • Use usage data, customer feedback, and adoption insights to measure success and inform strategy.
  • Support customer champions with internal case studies, advocacy, and change management to accelerate adoption and expansion.
  • Contribute to internal CS maturity through playbooks, onboarding assets, and scalable frameworks.
  • Act as a cross-functional leader across the GTM organization and model high performance.

Requirements

  • 7+ years of experience in Customer Success, Strategic Consulting, or Enterprise Account Management.
  • Proven success driving 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 on multi-threaded expansion strategies in large, complex organizations.
  • Familiarity with enterprise procurement, security, and compliance processes.
  • Strong executive presence and communication skills.
  • Ability to operate in fast-paced, high-growth environments.
  • Highly organized, data-driven, and accountable approach to work.
  • Willingness to travel up to 25% of the time.
  • Experience supporting engineering or manufacturing customers with CAD, PLM, or other technical tools in Aerospace and Defence, preferred.
  • Familiarity with land-and-expand SaaS motions, preferred.
  • Background in vertical SaaS such as construction tech, industrial IoT, or logistics, preferred.

Benefits

  • In-person team weeks at CoLab HQ in St. John’s, Newfoundland, held twice annually in June and December.
  • Opportunity to work with complex, global enterprise customers on high-impact transformation initiatives.
  • Role with strong cross-functional exposure across Customer Success, Sales, and Customer Engineering Advisors.

Interested in this position?

Apply directly on the company website

Apply Now

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