CoLab Software

Customer Success Manager

• 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

Strategic Customer Success Manager