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.

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.

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

Strategic Customer Success Manager

Responsibilities

Qualification

Required

Preferred

Company

Colab Software

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