Customer Success Manager
About The Position
As a Customer Success Manager at NetBox Labs, you will own the success of a regional portfolio of mid-market and enterprise customers. You will help customers adopt NetBox Labs products and realize value, supporting strong retention and healthy expansion. You will serve as the primary customer contact from onboarding through renewal, run regular check-ins, monitor customer health, identify risks early, and coordinate with Renewals, Sales, Support, and Onboarding. You will follow established Customer Success playbooks and help improve them as the team grows. NetBox Labs helps companies build and manage complex networks and accelerate network automation through open, composable products and support for the network automation community. It is the commercial steward of open-source NetBox and Orb, and offers NetBox Enterprise and NetBox Cloud. NetBox Labs emphasizes ownership, attention to detail, community, simplicity, and clear communication. The company is an equal opportunity employer and welcomes applicants of all backgrounds. Applicants may request accommodation during the hiring process.
Requirements
- At least 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, with the ability to manage many accounts at once.
- Clear written and verbal communication skills.
- Experience working cross-functionally in a growing organization.
Nice To Haves
- 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 Customer Success platforms and CRM tools.
Responsibilities
- Manage a regional portfolio of mid-market and enterprise customers.
- 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 relationships with day-to-day users and 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 without 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 inform the roadmap.
- Keep customer records and activity up to date in Customer Success tools.
- Follow team playbooks and suggest improvements based on field experience.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
