Senior Manager, Customer Success
CoLab Software
full-time
Posted on:
Location Type: Remote
Location: Canada
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Job Level
About the role
- 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 fast time to ramp.
Requirements
- 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.
Benefits
- Health insurance
- Professional development
- Team offsites in St. John's, Newfoundland
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer Success ManagementAccount ManagementPerformance ManagementData AnalysisChange ManagementProcess DesignAutomationStakeholder EngagementStrategic PlanningB2B SaaS
Soft skills
CoachingLeadershipCommunicationCollaborationOrganizational SkillsProactivityOutcome OrientationContinuous ImprovementStructured ThinkingProblem Solving