Strategic Customer Success Manager – Aerospace and Defence

CoLab Software

Strategic Customer Success Manager serving global enterprise customers to ensure effective CoLab adoption. Driving retention and value realization in aerospace and defence industries.

Posted 7/16/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management, focusing on gross revenue retention and account growth within the aerospace and defense sectors. Proven ability to lead strategic initiatives, drive measurable outcomes, and optimize customer engagement in high-ACV SaaS environments.

Highest-signal resume keywords

Customer Success ManagementEnterprise Account ManagementStrategic ConsultingData-Driven Decision MakingExecutive Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey OrchestrationSuccess PlanningProject ManagementRisk IdentificationChange Management

Soft Skills

Strong Executive PresenceHighly OrganizedAccountableCollaborativeBias for Urgency

Industry Keywords

AerospaceDefenseSaaSFortune 1000ProcurementSecurityCompliance

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Comp & perks

In-person customer engagement
Twice annually company Team Week at HQ in St. John’s, Newfoundland