Remote Position
[Remote] Senior Customer Success Manager
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. CoLab builds AI software for engineering teams. The Senior Customer Success Manager leads the post-sale journey for enterprise customers, driving product adoption, measurable business outcomes, retention, and expansion.
Responsibilities
- 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
Skills
- 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
- Excel at translating product functionality into customer value in a technical domain
- Take ownership of customer outcomes and internal clarity
- Solve complex adoption challenges with structured thinking
- Influence internal and external stakeholders to drive outcomes
- Bring commercial and strategic curiosity to customer conversations
- Are proactive in surfacing risks, proposing action plans, and keeping stakeholders aligned
- Help your team scale by sharing best practices and leading by example
- Exposure to design/manufacturing environments or engineering tools
- Experience in change management and onboarding frameworks
- Experience in high-growth SaaS environments
Benefits
- Remote work in the United States or Canada
Company Overview