Customer Success Manager

IP Fabric is a pioneering force in network automation, enabling enterprises to manage their networks effectively. The Customer Success Manager will drive adoption and build strategic relationships with Tier 1 and Tier 2 accounts, ensuring successful onboarding and technical adoption of core use cases.

Responsibilities:

• Own customer success plans for all Tier 1–2 accounts in partnership with a Post-Sales Solution Architect; lead onboarding while the Architect provides consulting and technical guidance
• Run technical programs: coordinate SMEs and executive stakeholders on both sides, handle escalations, and map use cases that deliver meaningful outcomes
• Drive adoption and maturity: identify gaps, design action plans, and track progress against measurable milestones
• Quantify and communicate value: capture metrics such as avoided security risk, faster incident resolution, and accelerated project delivery; build internal consensus with customer champions
• Lead commercial motions: manage renewals, support procurement cycles, and uncover ARR expansion opportunities (upsell/cross-sell)
• Forecast with rigor: maintain internal documentation and reporting on renewal risk, expansion pipeline, and customer health
• Monitor performance: track usage, adoption KPIs, and leading indicators of churn; address risks before they escalate
• Build relationships: develop deep, multi-threaded relationships with key accounts and executive sponsors
• Be the customer’s voice: relay feedback to Product, Sales, and Marketing to influence roadmap and go-to-market, while setting realistic expectations with customers
• Collaborate cross-functionally to remove blockers and deliver outcomes on agreed timelines