Customer Success Manager - Boston

NetBrain is a leader in no-code network automation, providing a platform that helps IT operations teams automate diagnostic troubleshooting, outage prevention, and protected change management across hybrid multi-cloud networks. The Customer Success Manager will own the full lifecycle of enterprise customer relationships, including onboarding, adoption, expansion, and renewal, while driving measurable outcomes and strategic executive engagement.

Responsibilities:

• This is a full-ownership role. You are the primary post-sale contact for a portfolio of enterprise accounts
• You own every renewal in your portfolio — from 12-month strategic planning through executed contract signature. GRR ≥ 90% and NRR ≥ 105% are your metrics. You run the process; Sales supports you
• Build and own multi-threaded stakeholder maps across IT Operations, Network Engineering, and executive leadership
• Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts
• Serve as the primary escalation point for your customers and the voice of the customer internally
• Define customer-specific success metrics at contract start and track them throughout the lifecycle
• Monitor product health via adoption dashboards; address low-utilization signals proactively
• Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes
• Open and manage renewal opportunities in Salesforce 12 months before contract end
• Lead the end-to-end renewal timeline: health assessment (9mo), executive alignment (6mo), proposal (4mo), negotiation and legal coordination (2mo), close (30 days out)
• Maintain renewal forecast accuracy within ±5% of final ARR vs. 60-day projection
• Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan
• Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases
• Maintain an expansion pipeline at ≥ 3× quarterly quota coverage in Salesforce
• Partner with the Account Executive on joint proposals and POC planning for new module evaluations
• Submit customer feature requests through Product feedback channels and relay roadmap updates during QBRs
• Nominate satisfied customers for case studies, references, and advisory board participation
• Log all customer activity in Salesforce within 24 hours; maintain renewal health scorecard at each milestone

Requirements:

• 5+ years in Customer Success, Account Management, or a related post-sale role in B2B enterprise software
• Demonstrated ownership of renewal cycles — including negotiation, legal coordination, and ARR accountability
• Experience managing a portfolio of complex enterprise accounts
• Strong executive presence — comfortable presenting QBRs and EBRs to VP/C-level stakeholders
• Proficiency with Salesforce CRM for pipeline management, activity logging, and forecasting
• Ability to interpret product usage and adoption data and translate it into customer-facing narratives
• Excellent written and verbal communication skills; strong follow-through and organizational habits
• Experience in network management, IT operations, or infrastructure software (network automation, observability, or adjacent categories)
• Familiarity with Gainsight or a comparable CS platform
• Experience coordinating with Legal and Finance on contract negotiations and renewal terms
• Background in building multi-threaded relationships across technical and business stakeholders simultaneously
• Track record of GRR ≥ 90% and NRR ≥ 105% over multiple fiscal years