Customer Value Manager

This is a fully remote position, open to applicants in Europe.

📋 Description

• Spearhead the adoption process and ensure value realization for large, complex global clients.

• Conduct research on customers, determine readiness requirements and baseline value metrics, and deliver customized onboarding plans.

• Develop and manage Customer Value Plans aligned with customer business objectives.

• Oversee timelines, stakeholder engagement, adoption milestones, and broaden use cases.

• Become an expert on the CoLab product and sustain expertise as the product advances.

• Provide consultation on engineering collaboration, design, review, and release workflows.

• Manage CoLab configuration to align with customer workflows.

• Promote adoption and drive organizational change through building stakeholder relationships, training, and enablement initiatives.

• Evaluate usage data and customer metrics to measure business impact.

• Lead the strategy for Quarterly Partnership Reviews and prepare materials, co-presenting with the Account Team to executive sponsors.

• Direct cross-functional account teams that include CSEs, FDEs, Sales, and Product.

• Identify potential risks, implement action plans, and escalate issues as needed.

• Manage gross revenue retention and renewals that are not associated with expansion, including forecasting, negotiations, and securing signatures.

• Collaborate with Account Executives on strategies for growth and renewals.

• Navigate through enterprise procurement, security, and compliance processes.

⛳️ Requirements

• Minimum of 7 years in Customer Success, Strategic Consulting, or Enterprise Account Management.

• Demonstrated success in driving enterprise transformation and value realization across global Fortune 1000 accounts.

• Experience orchestrating customer journeys and success planning within a high-ACV SaaS context.

• Proven track record of collaborating with Sales on multi-threaded expansion strategies within large, complex organizations.

• Familiarity with intricate procurement, security, and compliance processes in enterprise accounts.

• Strong executive presence coupled with effective communication skills.

• Adaptable to fast-paced, high-growth environments.

• Highly organized, data-driven, and accountable.

• Willing to travel up to 25% of the time.

• Degree in engineering or equivalent hands-on experience as a practicing engineer.

• Knowledge of the product development lifecycle from decomposition and design through verification and validation.

• Capability to dissect complex and ambiguous customer scenarios and provide well-reasoned recommendations.

• Experience managing intricate enterprise relationships in a technical, customer-facing capacity.

• Proven ability to drive adoption and change within enterprise engineering organizations.

• Strong business acumen and analytical skills, including the use of usage data to quantify impact.

• Ability to mobilize internal resources and achieve outcomes without direct authority.

• Experience overseeing renewals, including forecasting, commercial negotiations, and contract finalization.

• Nice-to-have: experience with PLM and CAD tools, formal change management training or certification, familiarity with land-and-expand SaaS, and background in vertical SaaS.

🏝️ Benefits

• On-site customer visits prioritized at least 25% of the time.

• Biannual Team Week gatherings at CoLab’s headquarters in St. John’s, Newfoundland, typically held in June and December.