Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the success of a regional customer portfolio.

• Ensure clients adopt NetBox Labs’ products effectively and derive value to foster retention and growth.

• Act as the primary contact from onboarding through to renewal.

• Conduct regular check-ins, monitor customer health, identify risks early, and collaborate with Renewals, Sales, Support, and Onboarding teams.

• Oversee a portfolio of mid-market and enterprise clients within the designated region.

• Develop and sustain customer success plans aligned with customer objectives.

• Collaborate with Onboarding to ensure seamless transitions and rapid achievement of value.

• Promote product adoption through regular check-ins, success reviews, and enablement initiatives.

• Cultivate relationships with users, technical stakeholders, and senior executives.

• Keep track of customer health and take action against churn risks.

• Assist in ensuring timely renewals alongside the Renewals team.

• Identify opportunities for product usage and expansion, and communicate these to the Sales team.

• Partner with Support and Engineering on escalations and customer communications.

• Relay customer feedback to the Product team to help shape the roadmap.

• Maintain precise customer records and activity logs in Customer Success tools.

• Adhere to and enhance Customer Success playbooks.

• NetBox Labs empowers organizations to create and manage intricate networks through open, composable network automation products and open-source solutions.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, or a similar customer-facing role.

• Proven track record of driving adoption and retention in a SaaS or subscription-based environment.

• Experience in engaging with technical customers and stakeholders.

• Ability to articulate technical capabilities in terms of business value.

• Comfort in supporting renewal and expansion discussions in collaboration with Renewals and Sales teams.

• Highly organized and proactive, capable of managing multiple accounts simultaneously.

• Strong written and verbal communication skills.

• Experience working cross-functionally in a dynamic organization.

• Background in infrastructure, networking, DevOps, or automation is a plus.

• Experience in a high-growth or scaling SaaS company is advantageous.

• Familiarity with open-source software or developer-focused platforms is a plus.

• Knowledge of Customer Success platforms and CRM tools is preferred.

🏝️ Benefits

• Equity.

• Bonus.

• Equal opportunity employer.

• Accommodation available during the hiring process.