Note: The job is a remote job and is open to candidates in USA. CoLab builds AI software for mechanical engineering teams. The Strategic Customer Success Manager leads the post-sale journey for complex aerospace and defence enterprise customers, driving adoption, measurable ROI, retention, and account growth through executive engagement and cross-functional collaboration.

Responsibilities

• Own gross revenue retention (GRR) across your book of business in aerospace and defence, with strong influence over NRR and account growth
• Define and communicate a clear customer success strategy aligned to their goals and CoLab’s expansion motion
• Lead executive engagement, stakeholder mapping, and success planning to drive measurable outcomes
• 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
• Collaborate with Sales on growth strategy, account planning, and renewal execution
• Identify risks early, define and execute action plans, escalate with urgency
• Leverage usage data, customer feedback, and adoption insights to inform strategy and measure success
• Support champions in building internal case studies and advocacy to accelerate adoption and expansion
• Partner with champions to drive change management, optimize engineering workflows, and accelerate time-to-value
• Partner with Sales in late-stage deals to shape rollout plans and success metrics
• Drive internal CS maturity by contributing to playbooks, onboarding assets, and scalable frameworks
• Act as a leader across the GTM org, modeling cross-functional alignment, ownership, and high performance

Skills

• 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
• Experience supporting engineering or manufacturing customers (CAD, PLM, or technical tools) in Aerospace and Defence
• Familiarity with land-and-expand SaaS motions
• Background in vertical SaaS (e.g., construction tech, industrial IoT, logistics)
• Excel at translating product functionality into customer value in a technical domain
• Take ownership of customer outcomes and internal clarity
• Thrive in a fast-paced, evolving environment where processes are still being shaped
• Are energized by solving complex customer challenges
• Lead strategic conversations with confidence and clarity
• Excel at cross-functional collaboration, even in ambiguous territory
• Operate with urgency and proactively mitigate risk
• Translate product signals into actionable customer strategy

Benefits

• Remote in the United States

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