Customer Success Manager - Austin, TX

NetBrain

3d•$110,000 - $135,000•Hybrid

About The Position

NetBrain is looking for a Customer Success Manager (CSM) in central Texas to own the full lifecycle of our customer relationships — from onboarding through adoption, expansion, and renewal. At NetBrain, CSMs are strategic partners to our customers — operators of complex enterprise networks spanning thousands of devices. You'll help them unlock the full value of NetBrain's Agentic NetOps platform: no-code automation, real-time digital twin visibility, and AI-assisted network diagnosis. You'll do this by building deep relationships, driving measurable outcomes, and ensuring every customer renews and grows.

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 within your territory as required.

Responsibilities

Own the full lifecycle of customer relationships, from onboarding through adoption, expansion, and renewal.
Serve as the primary post-sale contact for a portfolio of enterprise accounts.
Own all renewals in the portfolio, from 12-month strategic planning through executed contract signature.
Build and own multi-threaded stakeholder maps across IT Operations, Network Engineering, and executive leadership.
Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts.
Serve as the primary escalation point for customers and the voice of the customer internally.
Define customer-specific success metrics at contract start and track them throughout the lifecycle.
Monitor product health via adoption dashboards and address low-utilization signals proactively.
Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes.
Open and manage renewal opportunities in Salesforce 12 months before contract end.
Lead the end-to-end renewal timeline: health assessment (9mo), executive alignment (6mo), proposal (4mo), negotiation and legal coordination (2mo), close (30 days out).
Maintain renewal forecast accuracy within ±5% of final ARR vs. 60-day projection.
Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan.
Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases.
Maintain an expansion pipeline at ≥ 3× quarterly quota coverage in Salesforce.
Partner with the Account Executive 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; maintain renewal health scorecard at each milestone.