Customer Success Manager, CoLab Software

• 1-3 years of experience in Customer Success, Support, Implementation, BDR/SDR, or another customer-facing role in B2B SaaS
• Clear communicator with strong relationship-building skills
• Bias for action and high degree of accountability
• Highly organized in delivering and managing timelines
• Curious about technical workflows and excited to learn how engineering teams work
• Comfortable working with data to drive action plans
• Willingness to travel up to 25% of the time
• Are proactive, dependable, and customer-obsessed
• Communicate with clarity, professionalism, and positivity
• Get energy from helping others succeed and solving user problems
• Are organized and resourceful in fast-moving environments
• Want to learn and grow your career in Customer Success

Desirable

• As a Customer Success Manager, you will lead the post-sale customer journey for a portfolio of Commercial and Enterprise customers to drive successful onboarding, product adoption, and progress customers toward clear business outcomes
• You’ll be part of a cross-functional account team, working closely with Customer Engineering Advisors to align product adoption to customers’ technical workflows and partnering with Sales on retention and growth opportunities
• This is a foundational role for someone with 1-3 years in a customer-facing SaaS role with desire to grow into a Senior or Strategic CSM
• In-person customer engagement is a key part of this role’s success
• On-site visits have consistently driven higher adoption, deeper relationships, and better business outcomes for our customers
• We recognize personal travel constraints may arise and we expect Strategic CSMs to proactively plan for and prioritize in-person opportunities
• Twice annually we bring together all CoLabers at our HQ in St
• John’s, Newfoundland (typically in June and December), to participate in company Team Week
• Own adoption, satisfaction, and retention for a set of Commercial and Enterprise accounts
• Build, maintain, and execute Customer Success Plans that outline goals, milestones, and measures of success tied to business impact
• Build and implement onboarding and rollout strategy to support champions and end users with workflow enablement and product training in partnership with Customer Engineering Advisors
• Build strong working relationships with champions and engineering stakeholders
• Wortk with Customer Engineering Advisors to support process change and workflow adoption
• Identify and resolve adoption blockers with urgency and creativity to proactively mitigate risk
• Lead structured business reviews that translate CoLab usage to measurable outcomes and business impact
• Contribute to playbooks, onboarding tools, and scalable CS programs as we grow