Customer Value Manager

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

📋 Description

• Lead the adoption and value realization efforts for CoLab's most significant and intricate global clients.

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

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

• Gain an understanding of customer industries, goals, organizational structures, stakeholders, technology stacks, and engineering workflows.

• Manage project timelines, stakeholders, and adoption milestones effectively.

• Become a proficient CoLab power user and uphold product expertise as functionality advances.

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

• Manage CoLab configurations in line with customer workflows and broaden use cases.

• Promote adoption and change management through stakeholder relationships, training, and enablement initiatives.

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

• Direct the Quarterly Partnership Review strategy and presentations with champions, Executive Sponsors, and Account Teams.

• Lead account teams that include Customer Success Engineers, Forward Deployed Engineers, Sales, and Product teams.

• Identify, communicate, and mitigate risks; establish action plans and escalate issues when necessary.

• Manage gross revenue retention and non-expansion renewals, including forecasting, negotiations, and contract signing.

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

• Navigate intricate procurement, security, and compliance processes.

⛳️ Requirements

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

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

• Proficient in customer journey orchestration and success planning within a high-ACV SaaS environment.

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

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

• Strong executive presence and exceptional communication skills.

• Comfortable working in fast-paced, high-growth environments.

• Highly organized, data-driven, and accountable.

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

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

• Working knowledge of the product development lifecycle, from decomposition and design to verification and validation.

• Ability to dissect complex customer situations, challenge assumptions, analyze data, and provide well-reasoned recommendations.

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

• Experience in driving adoption and change within enterprise engineering organizations, including workflow shaping, training, enablement, and stakeholder mobilization.

• Strong business acumen and analytical rigor.

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

• Experience managing renewals, including forecasting, commercial negotiations, and contract signing.

• Nice to have: hands-on experience with PLM and CAD.

• Nice to have: formal change management training or certification, such as Prosci.

• Nice to have: familiarity with land-and-expand SaaS strategies.

• Nice to have: background in vertical SaaS.

🏝️ Benefits

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

• Customer on-site visits supported as part of the role, with a focus on customer engagement.

• Flexible remote work arrangement.