Senior Customer Success Manager

CoLab builds AI software for engineering teams. The Senior Customer Success Manager leads the post-sale journey for enterprise customers, driving product adoption, measurable business outcomes, retention, and expansion.

Responsibilities:

• Own adoption, satisfaction, and retention metrics for Enterprise and Key accounts
• Build, maintain, and execute Customer Success Plans that outline goals, milestones, and measures of success tied to business impact (e.g., time-to-market, rework reduction, margins)
• Execute onboarding plan and rollout strategy in collaboration with Customer Engineering Advisors
• Build and maintain strategic relationships across customer stakeholders
• 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 in a structured way to maximize product adoption & customer value
• Drive outcomes with a bias for urgency, balancing quality execution with time-to-value
• Identify and resolve adoption blockers with urgency and creativity to proactively mitigate risk
• Collaborate with Sales on growth strategy, account planning, and renewal execution
• Partner with Customer Engineering Advisors and champions to define enablement strategies for driving process change in the context of an engineering organization’s existing workflows and toolsets
• Contribute to playbooks, onboarding tools, and scalable CS programs as we grow
• Manage risk with urgency and drive accountability across internal teams

Requirements:

• 4-6 years of Customer Success or Account Management in B2B SaaS
• Experience working with technical, specialized customer personas
• Experience with customer journey orchestration and success planning in a high-ACV SaaS environment
• Strong customer storytelling, executive presence, and internal influence
• Proven success driving translating adoption to high-impact customer value
• Highly organized, proactive, and comfortable managing ambiguity
• Excel at translating product functionality into customer value in a technical domain
• Take ownership of customer outcomes and internal clarity
• Solve complex adoption challenges with structured thinking
• Influence internal and external stakeholders to drive outcomes
• Bring commercial and strategic curiosity to customer conversations
• Are proactive in surfacing risks, proposing action plans, and keeping stakeholders aligned
• Help your team scale by sharing best practices and leading by example
• Exposure to design/manufacturing environments or engineering tools
• Experience in change management and onboarding frameworks
• Experience in high-growth SaaS environments