Strategic Customer Success Manager
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Job Description
Strategic Customer Success Manager at CoLab Software, enhancing customer engagement and driving ROI. Leading enterprise strategies for customer retention and value realization.
Responsibilities:
- Serve as a trusted advisor to global enterprise customers
- Lead post-sale customer journey for measurable ROI
- Drive executive alignment and mitigate risks
- Collaborate with Sales partners to support growth and retention
- Execute customer success strategy for retention and value realization
- Conduct in-person customer engagements and planned visits to enhance relationships
- Manage project timelines and implementation milestones for product adoption
- Drive outcomes with urgency and manage customer value
- Support champions in adoption and internal case studies for expansion
Requirements:
- 7+ years 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 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
- Comfortable operating in fast-paced, high-growth environments
- Highly organized, data-driven, and accountable
- Willingness to travel up to 25% of the time.
Benefits:
- In-person customer engagement is a key part of this role's success.
- 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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