At CoLab, we help engineering teams bring life-changing products to the world years sooner. Our platform is the world's first Design Engagement System (DES) – a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. Our customers include the largest engineering organizations in the world spanning from industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding industries.About the roleAs a Senior Customer Success Manager, you will lead the post‐sale customer journey for a portfolio of our largest Enterprise customer, with a focus on driving measurable business results, product adoption, long‐term retention. You'll partner closely with engineering and business stakeholders to align execution to customer goals, drive product adoption, and ensure CoLab becomes integral to customers' workflows.You'll be part of a cross‐functional account team, working closely with Customer Engineering Advisors to deliver technical enablement and collaborating with Sales partners to support retention and expansion. This is a growth‐oriented role for someone who thrives in quick‐paced, technical environments and has a proven track record of driving product adoption to influence long‐term retention and satisfaction.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 Senior 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.What you'll doOwn adoption, satisfaction, and retention metrics for Enterprise and Key accountsBuild, 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 AdvisorsBuild and maintain strategic relationships across customer stakeholdersLead structured executive business reviews that translate CoLab usage to measurable outcomes and business impactCoach customers to take ownership of their outcomes and proactively challenge the status quo to unlock ROIManage project timelines, stakeholders, and implementation milestones in a structured way to maximize product adoption & customer valueDrive outcomes with a bias for urgency, balancing quality execution with time‐to‐valueIdentify and resolve adoption blockers with urgency and creativity to proactively mitigate riskCollaborate with Sales on growth strategy, account planning, and renewal executionPartner 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 toolsetsContribute to playbooks,



onboarding tools, and scalable CS programs as we growManage risk with urgency and drive accountability across internal teamsWhat we're looking for4-6 years of Customer Success or Account Management in B2B SaaSExperience working with technical, specialized customer personasExperience with customer journey orchestration and success planning in a high‐ACV SaaS environmentStrong customer storytelling, executive presence, and internal influenceProven success driving translating adoption to high‐impact customer valueHighly organized, proactive, and comfortable managing ambiguityWillingness to travel up to 25% of the timeNice to haveExposure to design/manufacturing environments or engineering toolsExperience in change management and onboarding frameworksExperience in high‐growth SaaS environmentsYou'll thrive at CoLab if you:Excel at translating product functionality into customer value in a technical domainTake ownership of customer outcomes and internal claritySolve complex adoption challenges with structured thinkingInfluence internal and external stakeholders to drive outcomesBring commercial and strategic curiosity to customer conversationsAre proactive in surfacing risks, proposing action plans, and keeping stakeholders alignedHelp your team scale by sharing best practices and leading by exampleCoLab cares deeply about diversity, equity, and inclusion. Answering the below question is completely voluntary and will not impact your job application. If you choose to respond, we are able to address you correctly and you are helping us to build a more diverse and equitable CoLab. What are your pronouns? Select... #J-18808-Ljbffr

📌 Senior Customer Success Manager (Toronto)
🏢 Colab Software
📍 Toronto