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For Companies At a Glance
- Tasks: Drive customer success and transformation for global enterprise clients using our innovative platform.
- Company: Join CoLab, a leader in engineering design engagement technology.
- Benefits: Competitive salary, travel opportunities, and a collaborative team culture.
- Why this job: Make a real impact by helping customers achieve measurable success with cutting-edge solutions.
- Qualifications: 7+ years in Customer Success or Strategic Consulting with strong communication skills.
- Other info: Dynamic work environment with opportunities for growth and professional development.
The predicted salary is between 36000 - 60000 £ per year.
About CoLab
At CoLab, we help engineering teams bring life-changing products to the world years sooner. Our platform is the world's first Design Engagement System (DES) – a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. Our customers include the largest engineering organizations in the world spanning from industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding industries.
About the role
As a Strategic Customer Success Manager, 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. You'll drive executive alignment, identify and mitigate risks, surface expansion opportunities, and collaborate cross-functionally to maximize customer value.
You will collaborate with Sales partners to support growth and retention and work closely with a team of Customer Engineering Advisors to enable customer teams on CoLab's capabilities. Your role is to execute a customer success strategy that drives retention, value realization, and long-term growth.
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 prioritise 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.
What you'll do
- Own gross revenue retention (GRR) across your book of business, 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, escalation with urgency
- Leverage usage data, customer feedback, and adoption insights to inform strategy and measure success
- Support champions in building internal case studies and advocacy to accelerate adoption and expansion
- Partner with champions to drive change management, optimise engineering workflows, and accelerate time-to-value
- Partner with Sales in late-stage deals to shape rollout plans and success metrics
- Drive internal CS maturity by contributing to playbooks, onboarding assets, and scalable frameworks
- Act as a leader across the GTM org, modelling cross-functional alignment, ownership, and high performance
What we're looking for
- 7+ years in Customer Success, Strategic Consulting, or Enterprise Account Management
- Proven success driving enterprise transformation and value realisation across global Fortune 1000 accounts
- Experience with customer journey orchestration and success planning in a high-ACV SaaS environment
- Track record of partnering with Sales to shape and execute multi-threaded expansion strategies in large, complex organisations
- Familiarity with navigating complex procurement, security, and compliance processes in enterprise accounts
- Strong executive presence and communication skills
- Comfortable operating in fast-paced, high-growth environments
- Highly organised, data-driven, and accountable
- Willingness to travel up to 25% of the time
Nice to have
- Experience supporting engineering or manufacturing customers (CAD, PLM, or technical tools)
- Familiarity with land-and-expand SaaS motions
- Background in vertical SaaS (e.g., construction tech, industrial IoT, logistics)
You'll thrive at CoLab if you:
- Excel at translating product functionality into customer value in a technical domain
- Take ownership of customer outcomes and internal clarity
- Thrive in a fast-paced, evolving environment where processes are still being shaped
- Are energized by solving complex customer challenges
- Lead strategic conversations with confidence and clarity
- Excel at cross-functional collaboration, even in ambiguous territory
- Operate with urgency and proactively mitigate risk
- Translate product signals into actionable customer strategy
Strategic Customer Success Manager in London employer: CoLab
Contact Detail:
CoLab Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Strategic Customer Success Manager in London
✨Tip Number 1
Get to know the company inside out! Research CoLab's platform and its impact on engineering teams. This will help you speak their language during interviews and show that you're genuinely interested in their mission.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for your interview. Personal connections can give you insights that you won't find anywhere else.
✨Tip Number 3
Prepare for those in-person meetings! Since face-to-face interactions are key, practice your pitch and be ready to discuss how you can drive customer success at CoLab. Bring examples of how you've tackled similar challenges in the past.
✨Tip Number 4
Don't forget to follow up! After your interviews, send a thank-you note to express your appreciation and reiterate your enthusiasm for the role. It’s a simple gesture that can set you apart from other candidates.
We think you need these skills to ace Strategic Customer Success Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Strategic Customer Success Manager role. Highlight your experience in customer success and how it aligns with CoLab's mission to drive business transformation.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've driven measurable outcomes in previous roles. Use metrics to demonstrate your impact, especially in enterprise environments.
Be Authentic: Let your personality shine through in your application. We want to see who you are beyond your professional achievements. Share your passion for customer success and how you can contribute to CoLab’s growth.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application gets to the right people quickly and shows your enthusiasm for joining the CoLab team!
How to prepare for a job interview at CoLab
✨Know Your Customer Success Strategies
Before the interview, brush up on customer success strategies that align with CoLab's goals. Be ready to discuss how you've driven enterprise transformation and value realisation in previous roles, especially in high-ACV SaaS environments.
✨Showcase Your Executive Presence
As a Strategic Customer Success Manager, you'll need to engage with executives. Practice articulating your thoughts clearly and confidently. Prepare examples of how you've led executive engagement and stakeholder mapping in past experiences.
✨Demonstrate Data-Driven Decision Making
CoLab values data-driven insights. Be prepared to discuss how you've leveraged usage data and customer feedback to inform your strategies. Bring specific examples of how this approach has led to measurable outcomes in your previous roles.
✨Prepare for In-Person Engagement Scenarios
Since in-person customer engagement is crucial, think about how you would plan and prioritise these opportunities. Have a few scenarios ready where you successfully drove adoption and built deeper relationships through face-to-face interactions.
