Senior Customer Success Manager

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

📋 Description

• Take ownership of Net Revenue Retention (NRR) and Customer Lifetime Value (CLV) for a portfolio of mid-market and enterprise clients.

• Create and implement customer success strategies that align with customer objectives and desired outcomes.

• Facilitate onboarding, promote adoption, and ensure continuous value realization throughout the customer journey.

• Establish and maintain executive-level relationships, engaging regularly with senior stakeholders at customer organizations.

• Collaborate with renewals teams and sales to foster discussions around renewals and growth opportunities.

• Recognize and address churn risks through proactive engagement and effective action plans.

• Leverage customer data and health indicators to prioritize initiatives and inform decision-making processes.

• Represent customer interests internally, influencing the priorities of Product and Engineering teams.

• Coordinate efforts across Onboarding, Support, and Sales to provide a seamless customer experience.

• Contribute to the development of Customer Success playbooks, metrics, and operational frameworks.

• Provide mentorship and support to junior Customer Success Managers as required.

• Assist customers in aligning NetBox Labs products and services with their business and technical goals.

• Shape the Customer Success strategy, processes, and best practices as the organization grows.

⛳️ Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a similar role.

• Demonstrated success in driving customer retention, expansion, and long-term value in a SaaS or subscription-based environment.

• Experience in managing complex technical clients and enterprise-level stakeholders.

• Strong ability to translate technical features into tangible business benefits.

• Comfortable taking ownership of commercial outcomes, including renewals and expansions.

• Possess a strategic mindset with a capability to execute on tactical plans.

• Excellent communication, negotiation, and stakeholder management abilities.

• Experience working cross-functionally in a rapidly growing organization.

• A background in infrastructure, networking, DevOps, or automation is preferred (nice to have).

• Experience within a high-growth or scaling SaaS company is a plus (nice to have).

• Familiarity with open-source software or platforms targeted at developers is advantageous (nice to have).

• Previous experience mentoring or leading other Customer Success Managers is a bonus (nice to have).

• Must be authorized to work in the current location.

• Work permit or visa sponsorship requirements may be applicable.

🏝️ Benefits

• Equity

• Bonus

• Remote work arrangement