Customer Success Manager
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Job Description
Customer Success Manager managing onboarding and product adoption for Commercial and Enterprise customers. Helping engineering teams engage in meaningful design conversations and drive successful business outcomes.
Responsibilities:
- 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
- Own the timely execution of renewals through clear value articulation and alignment with customer outcomes
- Build strong working relationships with champions and engineering stakeholders
- 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
- Work with Customer Solution Engineers 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
Requirements:
- 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 (nice to have)
- Experience with onboarding, change management, or SaaS customer lifecycle models (nice to have)
- Exposure to SaaS tools like Salesforce, Slack, Mixpanel (nice to have)
Benefits:
- 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.
- 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.
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