Strategic Customer Success Manager – Aerospace and Defence

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

📋 Description

• Take ownership of gross revenue retention (GRR) within your portfolio in the aerospace and defense sector, significantly impacting NRR and account growth.

• Formulate and convey a distinct customer success strategy that aligns with their objectives and CoLab’s growth initiatives.

• Spearhead executive engagement efforts, stakeholder mapping, and success planning to achieve measurable results.

• Conduct structured executive business reviews that correlate CoLab usage with quantifiable results and business impact.

• Guide customers to embrace accountability for their outcomes and proactively challenge established practices to unlock ROI.

• Oversee project timelines, stakeholders, and implementation milestones methodically to enhance product adoption and customer value.

• Propel outcomes with a sense of urgency, balancing quality execution with time-to-value.

• Collaborate with Sales on growth strategies, account planning, and renewal processes.

• Identify risks at an early stage, create and execute action plans, and escalate issues promptly.

• Utilize usage data, customer feedback, and adoption insights to inform strategy and evaluate success.

• Assist champions in developing internal case studies and advocacy to stimulate adoption and expansion.

• Partner with champions to facilitate change management, optimize engineering workflows, and expedite time-to-value.

• Collaborate with Sales during late-stage deals to shape rollout plans and define success metrics.

• Enhance internal Customer Success maturity by contributing to playbooks, onboarding materials, and scalable frameworks.

• Serve as a leader within the GTM organization, exemplifying cross-functional alignment, ownership, and high performance.

⛳️ 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.

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

• Proven track record of collaborating with Sales to design and implement multi-threaded expansion strategies in large, complex organizations.

• Experience navigating intricate procurement, security, and compliance processes in enterprise accounts.

• Strong executive presence coupled with excellent communication skills.

• Ability to thrive in fast-paced, high-growth environments.

• Highly organized, data-driven, and accountable.

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

🏝️ Benefits

• Engage with customers in person.

• Participate in company Team Week held twice a year at HQ in St. John’s, Newfoundland.