• Manage, coach, and develop a small team of Customer Success professionals while remaining actively involved with customers. • Lead by example through hands-on customer engagement and operational excellence. • Establish clear performance expectations, KPIs, and accountability measures. • Conduct regular one-on-ones, performance reviews, and career development conversations. • Create a culture of customer obsession, accountability, collaboration, and continuous improvement. • Mentor junior Customer Success team members and help them develop stronger customer management, communication, and problem-solving skills. • Ensure appropriate customer coverage across accounts and time zones. • Own customer retention, customer health, and customer satisfaction metrics. • Develop and execute customer success strategies that improve onboarding, adoption, retention, and expansion. • Act as an escalation point for complex customer situations. • Monitor customer health indicators and proactively address risk. • Drive successful onboarding experiences and long-term customer outcomes. • Identify opportunities for account growth and partner with Sales on expansion opportunities. • Build and improve Customer Success processes, workflows, documentation, and playbooks. • Ensure customer data, account information, and customer health tracking remain accurate and actionable. • Develop reporting and dashboards to measure team performance and customer outcomes.

• Establish and nurture strong relationships with assigned customers, serving as their primary point of contact • Collaborate with cross-functional teams to develop and execute customer success strategies • Gather customer feedback and insights as a 'Voice of the Customers' • Proactively identify and share opportunities for upselling and expansion • Create, revise, and maintain all SOPs for departmental reference

• 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 • 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, optimize 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, modeling cross-functional alignment, ownership, and high performance

• 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, escalate 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, optimize 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, modeling cross-functional alignment, ownership, and high performance