Senior Manager of Customer Success - Remote

Overview

The Senior Manager of Customer Success at CoLab will lead and scale a high-performing team of Customer Success Managers (CSMs) focused on driving product adoption and delivering measurable value across Fortune 1000 customers.

In Short

• Lead and develop a team of Customer Success Managers.
• Drive product adoption and customer retention.
• Collaborate cross-functionally to enhance customer outcomes.
• Implement scalable systems for team operations.
• Act as a strategic advisor to senior leadership.
• Ensure consistent execution of account strategies.
• Leverage data for accountability and results.
• Foster a culture of coaching and performance.
• Engage with customers through in-person visits.
• Shape Customer Success strategy for scalable growth.

Requirements

• 2+ years of experience in managing Customer Success teams.
• 5+ years in Customer Success or Account Management in B2B SaaS.
• Strong coaching and leadership skills.
• Experience with enterprise customer engagement.
• Data fluency and process design experience.
• Ability to navigate complex stakeholder environments.
• Willingness to travel up to 20% for customer engagements.
• Experience in high-growth environments preferred.
• Familiarity with technical SaaS environments.
• Ability to drive change management initiatives.

Benefits

• Direct impact on product innovation and customer success.
• Culture rooted in kindness, grit, and ownership.
• Twice-annual team offsites in St. John’s, Newfoundland.
• Opportunity for career development within a growing organization.
• Supportive and collaborative team environment.