Remote Position
[Remote] Strategic Customer Success Manager - Aerospace and Defence
🌍 Remote · Poland
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. CoLab builds AI software for mechanical engineering teams. The Strategic Customer Success Manager leads the post-sale journey for complex aerospace and defence enterprise customers, driving adoption, measurable ROI, retention, and account growth through executive engagement and cross-functional collaboration.
Responsibilities
- Own gross revenue retention (GRR) across your book of business in aerospace and defence, 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
Skills
- 7+ years in Customer Success, Strategic Consulting, or Enterprise Account Management
- Proven success driving enterprise transformation and value realization across global Fortune 1000 accounts
- Experience with customer journey orchestration and success planning in a high-ACV SaaS environment
- Track record of partnering with Sales to shape and execute multi-threaded expansion strategies in large, complex organizations
- Familiarity with navigating complex procurement, security, and compliance processes in enterprise accounts
- Strong executive presence and communication skills
- Comfortable operating in fast-paced, high-growth environments
- Highly organized, data-driven, and accountable
- Experience supporting engineering or manufacturing customers (CAD, PLM, or technical tools) in Aerospace and Defence
- Familiarity with land-and-expand SaaS motions
- Background in vertical SaaS (e.g., construction tech, industrial IoT, logistics)
- Excel at translating product functionality into customer value in a technical domain
- Take ownership of customer outcomes and internal clarity
- Thrive in a fast-paced, evolving environment where processes are still being shaped
- Are energized by solving complex customer challenges
- Lead strategic conversations with confidence and clarity
- Excel at cross-functional collaboration, even in ambiguous territory
- Operate with urgency and proactively mitigate risk
- Translate product signals into actionable customer strategy
Benefits
- Remote in the United States
Company Overview