Director of Customer Success

NetBox Labs

86d

About The Position

As the Director of Customer Success at NetBox Labs, you will own the end-to-end customer lifecycle, driving adoption, support, retention, expansion, and advocacy across our customer base. You will lead and scale a hybrid team of Customer Success Managers (CSMs), Customer Success Engineers (CSEs) and TechOps Engineers, ensuring every customer achieves measurable outcomes with our platform. This role reports to the COO and is a key position that partners closely with Sales, Product, and Engineering. Your success will drive Net Revenue Retention (NRR), Gross Retention, Customer Support, Customer Satisfaction (CSAT/NPS), and Time-to-Value (TTV).

Requirements

• 7+ years in Customer Success, Account Management, or Post-Sales leadership, preferably with both SaaS and on-prem distributions of infrastructure software
• Proven success managing both relationship-focused CSMs and technical/implementation-focused CSEs
• Track record of driving measurable improvements in NRR, onboarding efficiency, and customer satisfaction
• Strong leadership skills with experience scaling teams through managers and leads
• Excellent collaboration skills across Sales, Product, and Engineering
• Data-driven operator who uses metrics to drive strategy and execution
• Strong customer presence with the ability to engage at executive and technical levels

Responsibilities

• Build, lead, and mentor a high-performing team of CSMs, CSEs and TechOps Engineers
• Define the Customer Success vision, strategy, and operating model as we scale to thousands of customers
• Partner with Sales leadership to ensure seamless handoffs, strong renewal execution, and expansion alignment
• Collaborate with Product and Engineering to provide actionable customer insights and influence roadmap priorities
• Own the full customer journey: onboarding, adoption, support, renewals, and expansion identification
• Ensure consistent delivery of value to customers through structured QBRs, health reviews, and success planning
• Drive scalable onboarding frameworks and technical support practices through the CSE team
• Champion customer advocacy, references, and case studies
• Develop segmentation and coverage models to optimize resource allocation across Enterprise and Mid-Market accounts
• Establish repeatable playbooks, metrics, and KPIs that enable predictable success at scale
• Implement processes and tooling for customer health scoring, success planning, and lifecycle automation
• Report on performance metrics (NRR, GRR, CSAT, TTV, expansion pipeline contribution) to executive leadership

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 11-50 employees