VP Customer Success

At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner. Our product, CoLab, is the world’s first Design Engagement System (DES) - a category defining technology 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. We work in the medical, industrial equipment, heavy machinery, consumer products, and automotive industries.

As VP of Customer Success, you’ll be responsible for scaling our customer success function to the next level. Managing a team of driven technical CSMs, you’ll build playbooks, refine onboarding processes, and work closely with our SLT to support the expansion of strategic accounts and build out an enterprise success division. The best person for this role has design and manufacturing business acumen, demonstrated success scaling high-growth teams, and has experience working with category-creating products. If you are passionate about solving complex problems and aren’t afraid to jump in with two feet, this could be the role for you! 

What you’ll do: 

• Scale the Customer Success function to the next stage of growth - including building playbooks from scratch, refining onboarding and training, and building out an enterprise success function.
• Act as a hands-on coach to your Customer Success Managers on customer strategies and challenges - from firefighting an integration problem to negotiating a renewal. 
• Recruit, develop, and retain top talent providing effective coaching, career development, and performance management. 
• Report performance, customer health, and retention forecasting to the SLT on a weekly basis. 
• Report performance, customer health, and retention forecasting to board on a monthly/quarterly basis
• Work directly with the CSO and CEO on strategic customer accounts. 
• Collaborate with SLT team members to set targets, drive corporate strategy, create OKRs, define business priorities, and solve difficult problems.
• Collaborate cross-functionally with Marketing, Sales, and Product to maximize team success - from campaigns and content to informing the product roadmap to meet sales needs. 

What you’ll need: 

• Demonstrated experience scaling customer success teams in a high-growth B2B software organization from early stages.
• Strong knowledge of engineering software, manufacturing best practices, or experience in a technical environment.
• Experience in an undefined product category with a complex sales cycle that requires education and coaching to adopt.
• Proven track record of recruiting, hiring, and scaling world class customer success teams.

Who you are: 

• A driven leader who’s not afraid to roll up their sleeves and jump on an account to support your team.
• Comfortable solving complex, nuanced challenges with customers and interfacing with a large internal team to find solutions.
• A background in the manufacturing world that has given you strong manufacturing business acumen.
• A proven operator who can scale our Customer Success function to the next level.
• A well-developed equity lens: you have an eye for inclusivity and don’t just accept equitable practices, you model and advocate for them on your teams and in your work.

The extra details: 

• Compensation: This is a full-time, permanent position with an attractive compensation package that includes an executive stock options package.
• Benefits: 
  • Canada: This role offers an extended health and benefits package that includes unlimited paid vacation and RRSP matching.
  • USA: This role offers health and dental insurance (covered at 100% for the employee) and unlimited PTO.
• Remote/Hybrid Work: Our main office location is in St. John’s, NL where we offer hybrid and remote opportunities. This role has the flexibility to work from anywhere within Canada or the USA. If you’re not in NL, you’ll be required to visit us in the office once per quarter.