Customer Success Manager

NetBox Labs builds products for network automation and management. The Customer Success Manager owns a regional customer portfolio, driving product adoption, retention, renewals, and expansion while coordinating with internal teams throughout the customer lifecycle.

Responsibilities:

• Manage a portfolio of mid-market and enterprise customers within your region
• Build and maintain customer success plans tied to each customer’s goals
• Partner with Onboarding to ensure a smooth handoff and fast time to value
• Drive product adoption through regular check-ins, success reviews, and enablement
• Build strong relationships with day-to-day users and key technical stakeholders, and grow relationships with senior stakeholders
• Monitor customer health signals and act early on churn risk
• Partner with the Renewals team to support on-time renewals with no surprises
• Identify usage and product expansion opportunities and bring them to Sales
• Work with Support and Engineering to resolve escalations and keep customers informed
• Share customer feedback with Product so customer needs shape the roadmap
• Keep customer records and activity up to date in our CS tools
• Follow team playbooks and suggest improvements based on what you see in the field

Requirements:

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role
• Track record of driving adoption and retention in a SaaS or subscription business
• Experience working with technical customers and stakeholders
• Ability to explain technical capabilities in terms of business value
• Comfort supporting renewal and expansion conversations alongside Renewals and Sales
• Organized and proactive, able to manage many accounts at once
• Clear written and verbal communication skills
• Experience working cross-functionally in a growing organization
• Background in infrastructure, networking, DevOps, or automation
• Experience in a high-growth or scaling SaaS company
• Experience with open-source software or developer-focused platforms
• Familiarity with CS platforms and CRM tools