Senior Customer Success Manager

CoLab Software

Senior Customer Success Manager at CoLab Software driving product adoption and customer retention for Enterprise clients. Managing relationships and ensuring integration of CoLab into workflows.

Posted 7/16/2026full-timeRemote • 🇨🇦 CanadaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success Management, focusing on adoption, satisfaction, and retention metrics for Enterprise and Key accounts. Proven ability to build strategic relationships, execute onboarding plans, and drive measurable business outcomes in a B2B SaaS environment.

Highest-signal resume keywords

Customer Success ManagementB2B SaaS ExperienceCustomer Journey OrchestrationExecutive PresenceProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success PlanningMetrics AnalysisOnboarding StrategyRisk ManagementStakeholder Management

Soft Skills

Proactive Problem SolvingOrganizational SkillsInfluencing SkillsCustomer StorytellingCollaboration

Industry Keywords

High-ACV SaaSCustomer EngagementAccount ManagementBusiness ImpactImplementation Milestones

About the role

Key responsibilities & impact

Own adoption, satisfaction, and retention metrics for Enterprise and Key accounts
Build, maintain, and execute Customer Success Plans that outline goals, milestones, and measures of success tied to business impact (e.g., time-to-market, rework reduction, margins)
Execute onboarding plan and rollout strategy in collaboration with Customer Engineering Advisors
Build and maintain strategic relationships across customer stakeholders
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
Identify and resolve adoption blockers with urgency and creativity to proactively mitigate risk
Collaborate with Sales on growth strategy, account planning, and renewal execution
Partner with Customer Engineering Advisors and champions to define enablement strategies for driving process change in the context of an engineering organization’s existing workflows and toolsets
Contribute to playbooks, onboarding tools, and scalable CS programs as we grow
Manage risk with urgency and drive accountability across internal teams

Requirements

What you’ll need

4-6 years of Customer Success or Account Management in B2B SaaS
Experience working with technical, specialized customer personas
Experience with customer journey orchestration and success planning in a high-ACV SaaS environment
Strong customer storytelling, executive presence, and internal influence
Proven success driving translating adoption to high-impact customer value
Highly organized, proactive, and comfortable managing ambiguity
Willingness to travel up to 25% of the time

Benefits

Comp & perks

In-person customer engagement opportunities
Twice annually company Team Week gatherings