Senior Customer Success Manager, CoLab Software
Collaboration tech for mechanical design
Be an early applicant
Collaboration tech for mechanical design
101-200 employees
Be an early applicant
101-200 employees
Company mission
To empower engineering teams to build the future faster.
Role
Who you are
- Demonstrated experience in engineering, with direct experience in design or manufacturing. Bonus points if you have strong knowledge of CAD and PLM tools
- Experience in a technical account, project, or program management position
- 3+ years experience managing large mid-market and/or enterprise accounts
- Proven ability to establish strong relationships at C-level, VP, and Director levels. Is seen as a true partner and advisor
- Strong analytical + communication skills - ability to analyze and prescribe solutions aligned to desired business outcomes a customer is looking to drive
- Past demonstration of a best-in-class customer experience translating to increased customer value beyond the product offering
- Experience working in a start-up/small company environment
- Passion for solving tough problems with a bias towards action
- Strong knowledge of technical concepts to provide high-level guidance with implementation and solutions
- Ability to thrive in a highly ambiguous environment
- Strong organization and presentation skills
- Ability to use Salesforce, Zendesk, Google Suite and other software applications
What the job involves
- As a Senior Customer Success Manager (CSM) at CoLab, you will play an integral role in the success of our customers as their primary relationship-holder in partnership with your Sales Team peers
- You will be directly responsible for ensuring customers are maximizing the value received from our partnership, translating to their revenue retention, revenue growth and advocacy
- This will be accomplished by acquiring a deep understanding of the business outcomes they’re looking to achieve, prescribing and holding customers accountable to the actions necessary (product adoption, processes, changement management disciplines) to achieve these outcomes and communicating the business impact driven
- Integral to your success will be the ability to establish strong relationships at all levels of a customer's organization (C-Suite, VP, Director, Manager, frontline engineers), mobilizing each stakeholder to help drive the adoption of CoLab in order to support their organization in bringer higher quality products to market faster
- Understand deeply the business outcomes customers are looking to drive - define a plan beginning in onboarding onwards, measure attainment, and communicate attainment to all customer stakeholders aligned to their desired business outcomes
- Develop in-depth product knowledge in order to prescribe innovative solutions to solve complex customer problems using CoLab’s Software
- Facilitate value-driven conversations with all levels of stakeholders throughout key touchpoints, such as health checks, QBRs, EBRs, and more
- Ensure customers maximize the value extracted from our partnership that translates to their retention, revenue growth (additional investment) and advocacy
- Provide an outstanding customer experience to a diverse list of customer accounts, primarily teams within large enterprise organizations
- Analyze product adoption/usage across your accounts in order to prescribe opportunities for additional value to be received
- Prescribe CoLab best practices to support customers in driving organizational change management
- Identify and communicate churn risk to CoLab leadership and lead risk mitigation strategies
- Work in close partnership with Sales partners to define and execute account strategies aligned to driving customer value > revenue retention > revenue growth
- Work cross functionally with Product and Engineering teams to communicate customer product feedback + trends arising in our customer base
- Share customer stories and insights regularly with the larger organization including customer wins, quotes, use cases, impact, and areas for improvement
- Provide CoLab’s Sales and Marketing team with customer stories to support their departmental initiatives to market and sell to CoLab prospects
- Provide mentorship and support to other team members as required
Our take
The mechanical design process requires lots of back-and-forth between engineers, designers and business stakeholders who are giving and acting on feedback. Getting everybody on the same page is time-consuming, and comes with lots of admin and flitting between different platforms, whilst important information slips between the cracks.
This is why CoLab has built a cloud-based platform for collaborative mechanical design and reviewing. It integrates into the existing stack of design and engineering teams to bring together all the teams involved in early-stage design. Basically, the platform pools data, feedback, tracking issues, emails, spreadsheets and notebooks into one collaborative space.
Ultimately, CoLab is a simple way to collaborate on concepts and projects at the planning stage, thus nipping in the bud any problems that could arise down the line. With an impressive Series B fundraise, the company plans to scale up its market push, explore the possibilities of AI and expand its team.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
May 2024
$21m
SERIES B
Apr 2023
$3m
GRANT
Total funding: $41.7m
Company benefits
- Health and dental insurance (covered at 100% for the employee)
- Unlimited PTO
- Remote/Hybrid Work: Our main office location is in St. John's, NL where we offer hybrid and remote opportunities
Company values
- We treat one another with respect
- We are kind to ourselves and others even when times are tough
- We seek to understand, and are transparent when we need help
- We have hard conversations and openly provide constructive feedback
Company HQ
East End, St. John's, NL
Articles
Leadership
Jeremy Andrews
(CTO)Previosuly Mechanical Engineering Advisor at Paradigm Hyperloop, Team Lead at Memorial Baja, Battery Enclosure Engineering at Tesla, and Systems Test Engineer at General Dynamics Mission Systems.
Adam Keating
(CEO)Currently Co-Founder and Strategic Advisor at DuXion. Previously Project Lead at Paradigm Hyperloop, Mechanical Engineer at RefleXion Medical and Production Engineer at Statoil.
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