I’ve been excited to share this one for weeks 👀
CoLab is now hiring for a VP of Customer Success. I’ve been leading the function myself for about 18 months now, and we’re ready to bring in a proven leader to scale it to the next level.
If you’re interested, here’s what you should know:
➡️We go deep on implementation. Our CSMs are accountable for adoption and renewal. They execute consultative, hands-on onboarding processes to improve existing business processes and map the ideal state into CoLab - we’re not just automating broken processes, sometimes we’re totally reimagining them.
➡️We need you to have manufacturing business acumen. Our CS team are 100% engineers - they don’t need you to be an engineer yourself, as long as you understand how a manufacturing business makes money, launches and sustains products, stays competitive.
➡️The right person has a POV on software change management and will have implemented a category-creating tool before. We tackle people-related change management obstacles that can hinder adoption and value. We’re not just checking training boxes, we’re focused on making the business case come true.
➡️We have a land and expand motion, and we’re starting to do more enterprise deployments. We start with a few divisions of really large companies, and invest a lot in their success upfront - the goal is that once we're successful in one division, all the other divisions come on board.
➡️Sales owns the expansion number. AEs and AMs have an expansion target that they’re responsible for delivering. You will be primarily responsible for GRR, but NRR is a critical part of your success too.
➡️We have good data and processes - but we need you to scale it. We’ve got a strong team of 4 technical CSMS, best-in-class NRR and GRR, solid processes and data. But there will be a serious need to scale this function in the next 12 months - both from a hiring and process standpoint.. We need a proven operator to help us get there.
This role reports directly to me - link in the comments to apply, DMs are open for questions 😎
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