Laura Flick

Customer Success Manager @CoLab

Halifax, NS, CA

Reporting directly to the SVP of Success, I lead strategic customer success initiatives to drive retention, adoption, and growth across CoLab’s engineering customer base-Managed a $1M+ ARR book of business with a focus on strategic renewals and expansion; consistently achieve 100% gross revenue retention (GRR) and 140% net revenue retention (NRR)-Spearheaded an activation task force to address low product adoption - uncovered drop-off points in the user journey, developed a targeted action plan, and partnered with Product, Design, and Dev to prioritize improvements in the roadmap-Led the rollout of Intercom to streamline onboarding and enable self-serve education, reducing friction and scaling customer support-Collaborated cross-functionally with product and revenue operations to optimize internal workflows, scale success motions, and identify new revenue opportunities-Facilitated process mapping and change management with customer stakeholders, helping global engineering teams reduce inefficiencies and improve collaboration-Delivered executive workshops and on-site engagements to align CoLab’s capabilities with customer goals and drive measurable business outcomes.

Quantic School of Business and Technology

Master of Business Administration - MBA

Dalhousie University

Bachelor of Engineering (B.Eng.)