Strategic Customer Success Manager – Aerospace & Defense
CoLab Software
Customer Success Manager, Scale
People Culture Talent
full-time
Posted on:
Location: California • 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $130,000 per year
Job Level
Mid-LevelSenior
About the role
- Manage a portfolio of 30+ mid-market customers
- Identify and address account risks and growth opportunities proactively
- Use data analytics to enhance customer engagement and retention
- Work closely with sales, support, and solutions teams
- Create knowledge base content and enhance customer onboarding processes
- Build and maintain strong relationships with strategic customers
- Act as the primary point of contact for customer success
- Understand and align with customers' goals and business needs
- Track customer health metrics and address concerns or opportunities promptly
- Lead customers through efficient onboarding and implementation
- Create customized product guides, best practices, and success playbooks
- Coordinate with Solutions Architects to ensure successful technical integration
- Discover and pursue opportunities for account expansion
- Develop success plans and business reviews that showcase clear ROI
- Guide customers in exploring new use cases and expanding team adoption
- Gather and communicate customer insights to Product & Engineering teams
- Champion customer needs within the organization
- Help create customer resources like case studies, FAQs, and webinars
Requirements
- 3-5 years of experience in Customer Success, preferably at technical SaaS companies
- Proven ability to manage multiple responsibilities with strong organizational skills
- Technical aptitude and quick grasp of complex product concepts
- Experience at early-stage Series A or B companies preferred
- Outstanding communication and relationship-building abilities
- Skilled at managing multiple accounts and adapting to changing priorities
- Proactive, empathetic, and solution-focused mindset
- Track record of collaborating with Sales, Product, and Technical teams
- Ability to prioritize accounts and create strategic customer engagement plans
- Strong analytical skills with talent for turning data into actionable insights
- Thrives in a fast-paced startup environment
- Familiarity with Salesforce, product analytics tools, or customer health platforms is nice to have, but not required
