Strategic Customer Success Manager - Aerospace and Defence

CoLab Software

30d•Hybrid

About The Position

As a Strategic Customer Success Manager focused on Aerospace and Defence, you will serve as a trusted advisor to our most complex, global enterprise customers. You will lead the post-sale customer journey, driving business transformation and ensuring customers effectively adopt CoLab to achieve measurable ROI with large A&D companies. You’ll drive executive alignment, identify and mitigate risks, surface expansion opportunities, and collaborate cross-functionally to maximize customer value. You will collaborate with Sales partners to support growth and retention and work closely with a team of Customer Engineering Advisors to enable customer teams on CoLab’s capabilities. Your role is to execute a customer success strategy that drives retention, value realization, and long-term growth. 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.

Requirements

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
Willingness to travel up to 25% of the time

Nice To Haves

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)

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