CoLab · 10 hours ago
Senior Manager, Customer Success
United States
Full-time
Remote
Senior Level
5+ years expCoLab is a company dedicated to helping engineering teams accelerate product development through their innovative Design Engagement System. They are seeking a Senior Manager of Customer Success to lead a team focused on driving product adoption and ensuring customer retention among Fortune 1000 clients. The role involves strategic leadership, operational excellence, and cross-functional collaboration to enhance the customer journey and achieve business goals.
ComputerInformation TechnologySoftware
Responsibilities
Inspire and develop a high-performing, impact-driven team of CSMs
Hire, coach, and grow a team of CSMs focused on adoption, customer value realization, retention, and expansion
Set and uphold high performance standards aligned with CoLab’s CSM career path and culture of accountability
Own performance management and career development for direct reports
Foster a culture of coaching, peer learning, and knowledge sharing
Serve as the first point of escalation for team support and strategic decision-making
Ensure consistent execution across account strategy, success planning, business reviews, and stakeholder engagement
Deliver on-time, successful renewals by enabling CSMs to proactively manage risk, communicate value, and navigate complex customer and commercial scenarios
Leverage data to drive team accountability and results across core metrics (time to value, license adoption, gross retention, net revenue retention)
Act as a strategic escalation point to resolve customer risks and ensure successful long-term outcomes
Collaborate cross-functionally with Customer Solutions Engineering, Sales, Product, RevOps, and Enablement to streamline workflows, reduce friction and achieve business goals
Guide the team in delivering measurable value tied to key outcomes: time-to-market acceleration, rework reduction, and ROI realization
Lead hiring and support onboarding and enablement for new team members to ensure 1) fast time to ramp 2) they meet and/or exceed expectations when exiting onboarding
Implement and maintain inspection rhythms to track both leading and lagging indicators for team and customer performance
Champion the use of data, automation, and AI tools to increase scale and operational consistency
Partner with CS Enablement to build repeatable, scalable playbooks that map to the customer value journey—from adoption through GRR and NRR outcomes
Build and evolve scalable processes and playbooks that align to customer segment needs and drive consistent outcomes across the CS team
Identify and implement proactive interventions across the customer lifecycle in partnership with CS leadership
Act as a strategic advisor to CS leadership—surfacing insights and solutions that accelerate value realization, mitigate risk, and drive growth
Serve as a senior voice in strategic planning conversations, helping shape CS priorities and championing customer needs in company-wide initiatives
Regularly communicate performance against goals, key blockers, and strategic recommendations to senior leadership
Partner with Customer Solutions Engineering to ensure seamless onboarding, technical alignment, and embedded product usage
Elevate the voice of the customer (VOC) to influence Product, Marketing, and GTM strategies
Collaborate closely with GTM, RevOps, and Product teams to influence roadmap priorities, shape expansion plays, and enhance the end-to-end customer journey
Model leadership maturity, strategic decision-making, and cross-functional alignment across the GTM org
Qualification
Required
2+ years of experience managing or leading high-performing Customer Success or post-sale teams
Proven track record of building and scaling outcome-driven CS teams in fast-paced, high-growth environments
Experience developing team structures, career paths, and performance systems that support scale
Strong coaching mindset with a demonstrated ability to elevate individual and team performance
5+ years in Customer Success, Account Management, or Post-Sales roles in B2B SaaS
Demonstrated success driving customer value realization, adoption, retention, and expansion
Experience increasing ACV through structured execution and strategic engagement models
Skilled at leading teams through ambiguity and coaching them to navigate complex, enterprise accounts
Experience supporting large, global enterprise customers with complex stakeholder orgs and high ARR potential
Comfort operating in technical SaaS environments and partnering with product, solutions engineering, and technical stakeholders
Familiarity with enterprise change management and strategic account planning
Strong data fluency: able to interpret leading and lagging indicators, uncover risk/opportunity signals, and drive accountability
Experience scaling CS functions through process design, automation, and enablement
Effective cross-functional collaborator—especially with Sales, Product, RevOps, and Enablement—to drive customer and business outcomes
Strong executive presence, structured thinking, and strategic communication skills
Highly organized, proactive, and outcome-oriented with a continuous improvement mindset
Willingness to travel up to 20% for customer engagements and team offsites
Preferred
Experience working with technical, specialized customer personas in vertical SaaS (engineering, manufacturing, and R&D a plus)
Experience managing through SaaS transformation motions (land & expand, multi-threaded accounts, CS platforms)
Experience helping build or scale CS processes in a high-growth environment
Benefits
Twice-annual team offsites in St. John’s, Newfoundland
Culture rooted in kindness, grit, and ownership
Company
CoLab
CoLab is a cloud based platform for engineering design review.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$132.83MKey Investors
Intrepid Growth PartnersInsight PartnersCanada's Ocean Supercluster
2025-11-10Series C· $72M
2025-11-10Secondary Market· $17.2M
2024-05-09Series B· $21M
Leadership Team
Adam Keating
Co-Founder & CEO
Jeremy Andrews
Co-Founder & CTO
Recent News
entrevestor.com
2025-12-09
2025-11-15
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