Customer Success Manager - Boston

NetBrain

2d•$110,000 - $135,000•Hybrid

About The Position

NetBrain is seeking a Customer Success Manager (CSM) in the Boston, MA area to manage the entire lifecycle of customer relationships, from initial onboarding through adoption, expansion, and renewal. As a strategic partner to customers operating complex enterprise networks, you will help them maximize the value of NetBrain's Agentic NetOps platform, which includes no-code automation, real-time digital twin visibility, and AI-assisted network diagnosis. Your role involves building strong relationships, driving measurable outcomes, and ensuring customer retention and growth.

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.

Nice To Haves

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.
Willingness to travel up to XX% within your territory as required.

Responsibilities

Own the full lifecycle of customer relationships, including onboarding, adoption, expansion, and renewal.
Serve as the primary post-sale contact for a portfolio of enterprise accounts.
Own all renewals within the portfolio, managing the process from 12-month strategic planning to contract signature, with target metrics of GRR ≥ 90% and NRR ≥ 105%.
Build and maintain multi-threaded stakeholder maps across IT Operations, Network Engineering, and executive leadership.
Conduct monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts.
Act as the primary escalation point for customers and represent the customer's voice internally.
Define and track customer-specific success metrics from contract start.
Monitor product health and adoption via dashboards, proactively addressing low utilization.
Deliver data-driven QBR materials demonstrating ROI against stated business outcomes.
Manage renewal opportunities in Salesforce starting 12 months before contract end, overseeing the entire renewal timeline (health assessment, executive alignment, proposal, negotiation, legal coordination, and closing).
Maintain renewal forecast accuracy within ±5% of final ARR vs. 60-day projection.
Escalate at-risk accounts (churn probability > 50%) to the VP CS within 24 hours with a joint recovery plan.
Identify and qualify upsell opportunities for NetBrain modules, user seats, and new use cases.
Maintain an expansion pipeline of at least 3x quarterly quota coverage in Salesforce.
Partner with Account Executives 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 and maintain the renewal health scorecard at each milestone.