At CoLab, we help engineering teams bring life-changing products to the world years sooner. Our product, CoLab, 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 such as Ford, Johnson Controls, Komatsu, and Polaris in the industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding industries.

We’re not just offering a job; we’re inviting you to join a groundbreaking team that drives innovation in the tech industry. In this role, you’ll have the opportunity to work on cutting-edge projects with a team that values your unique skills and perspectives. Our supportive and collaborative environment is designed to foster your professional growth and creative problem-solving. With attractive compensation, comprehensive benefits, and a strong commitment to work-life balance, CoLab Software is where your career can truly thrive and make a meaningful impact.

Frequently cited statistics show that people who identify with historically marginalized groups are likely to apply to jobs only if they meet 100% of the qualifications. We encourage you to help us break that statistic and apply even if you don’t meet every single qualification—your potential is what matters most to us.

CoLab Software is seeking a dynamic and strategic Director of Customer Success to lead our Customer Success initiatives. This role is pivotal in ensuring our customers achieve their desired outcomes while maximizing their value from CoLab’s product & partnership. The Director will manage a team of technical Customer Success Managers, focusing on onboarding, relationship management, adoption, value, retention, & growth. Additionally, they will manage the Customer Enablement Specialist focused on building and delivering CS playbooks + enablement aligned to maximizing adoption > value > $ retention & growth.

What you’ll do:

Strategic Leadership

Develop and implement customer success strategies aligned with company objectives.
Set measurable KPIs in partnership with the SVP CS for customer adoption, value, retention, & growth.
Identify opportunities for upselling and cross-selling to enhance revenue streams in partnership with Sales.
Lead by example, routinely embodying all of CoLab’s value and upholding themselves to a high standard of excellence
Work in incredibly close partnership with the Customer Enablement Specialist to define their roadmap, collaborate on assets being developed, support the enablement and performance expectations of the team aligned to assets shipped.

Team Management:

Recruit, lead, develop, and retain top talent providing effective coaching, career development, and performance management.
Establish clear roles and responsibilities within the team and implement performance management systems.
Foster a culture of continuous improvement and professional development.

Customer Relationship Management:

Oversee onboarding processes to ensure a seamless transition for new customers.
Build and maintain multi-threaded relationships with key stakeholders, including executive-level contacts.
Implement proactive outreach programs to address customer needs and reduce churn.
Act as a point of escalation to support CSM’s when needed

Cross-Functional Collaboration:

Collaborate with sales, product, and marketing teams to align customer success efforts with overall business strategies.
Provide insights on customer feedback to influence the processes and impact x-functional teams have on maximizing customer value > retention & growth.

Data Analysis and Reporting:

Analyze customer engagement metrics to assess the health of customer relationships.
Develop reports on team performance and customer satisfaction to share with senior leadership.

What you’ll need:

Proven experience in a leadership role within Customer Success or Account Management.
Demonstrated ability to develop strategies that drive customer retention and growth. Ability to speak to quantifiable impact of strategies.
Proven track record of recruiting, hiring, and scaling world class customer success teams.
Demonstrated experience scaling customer success teams in a high-growth B2B software organization from early stages.
Strong analytical skills with experience in data-driven decision-making.
Excellent communication and interpersonal skills, capable of building relationships at all levels.
Strong knowledge of engineering software, manufacturing best practices, or experience in a technical environment encouraged