Strategic Customer Success Manager
CoLab Software
full-time
Posted on:
Location Type: Remote
Location: Ireland
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About the role
- Own gross revenue retention (GRR) across your book of business, 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
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
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer journey orchestrationsuccess planningenterprise transformationvalue realizationmulti-threaded expansion strategiesdata-driven decision makingproject managementchange managementSaaSaccount growth
Soft skills
executive presencecommunication skillsorganizational skillsaccountabilitycollaborationleadershipcoachingproblem-solvingbias for urgencyhigh performance