Manager, Customer Success - Americas

NetBox Labs helps companies build and manage complex networks through open, composable network automation products. The Manager, Customer Success - Americas will lead, coach, and grow the Americas CSM team, establish scalable customer success practices, and drive adoption, value realization, customer health, and expansion opportunities.

Responsibilities:

• Manage and coach the CSMs through weekly 1:1s, account reviews, and call shadowing
• Build individual growth plans that help each CSM grow into the next level of the role
• Run a regular call-review and feedback practice, including scoring onboarding kickoffs against our CSM rubric
• Hire, onboard, and ramp new CSMs as the team grows
• Define what great looks like for a CSM: cadences, success plans, QBRs/EBRs, and escalation paths
• Balance books across territories and segments so each CSM has a workload they can win with
• Own the CSM playbooks for strategic accounts and help shape our digital-led motion for smaller accounts
• Hold the team accountable for adoption, usage against entitlement, and customer health across the book
• Spot risk early and work with Renewals so no renewal is a surprise
• Partner with Sales on usage and product expansion, including CSM-sourced opportunities
• Step into key customer relationships and escalations when it matters
• Use our CS dashboards and platforms to guide where the team spends its time
• Bring the customer voice to Product through clear, prioritized feedback
• Improve how the team uses key platforms (HubSpot and Pylon) and ensure we keep account data clean
• Build a fully ramped Americas CSM team
• Give every CSM a growth plan they own and see them grow against it
• Ship the CSM playbook and make it how the team works day to day
• Improve adoption and customer health across the book
• Turn CSMs into a steady source of expansion pipeline with Sales
• Develop at least one CSM into a bigger book or a senior role

Requirements:

• 5+ years in Customer Success at a B2B SaaS company, with 2+ years managing or formally leading CSMs
• A track record of coaching CSMs to grow, with examples of people you've promoted or developed into bigger roles
• Hands-on experience running a book of mid-market and enterprise accounts, including exec-level relationships
• Comfort with a technical product and technical buyers; you can hold your own with network and infrastructure engineers
• Experience building playbooks, cadences, and metrics from scratch at a growing company
• Strong judgment with data: you use health, usage, and support signals to decide where the team spends time
• Clear, direct written and verbal communication in a fully remote team
• Experience with SaaS companies focused on network automation, or infrastructure / DevOps tooling
• Exposure to NetBox
• Background with open-source or product-led companies where community and commercial motions overlap
• Familiarity with HubSpot and Pylon (or similar CRM, CS, and support platforms)
• Experience supporting LATAM customers; Spanish or Portuguese a plus
• Experience designing digital-led or scaled CS programs alongside high-touch coverage