CoLab Software

Customer Success Manager

CoLab Software

full-time

Posted on:

Location Type: Remote

Location: Canada

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Junior

About the role

  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessOnboardingChange ManagementSaaS Customer Lifecycle ModelsProject Management
Soft skills
Clear CommunicationRelationship BuildingBias for ActionAccountabilityOrganizational SkillsCuriosityData-Driven Decision Making