Manager, Customer Success - Americas
About The Position
NetBox Labs is seeking a Manager, Customer Success for the Americas to lead, coach, and grow its Customer Success Management (CSM) team. This role will initially involve managing three CSMs covering North America and LATAM, with a focus on driving growth plans and execution. It is a player-coach leadership role that will evolve to focus more on people and practice as the team expands. The manager will define how CSMs manage their accounts, develop CSMs' skills, and create playbooks for team scalability. The primary focus will be on customer adoption, value realization, health, and identifying expansion opportunities, while renewals and retention are handled by a separate Renewals team. The role reports to the Head of Customer Success & Support and collaborates with Renewals, Sales, Support, Solutions Engineering, and Product teams.
Requirements
- 5+ years in Customer Success at a B2B SaaS company.
- 2+ years managing or formally leading CSMs.
- Proven track record of coaching CSMs to grow, with examples of promoted or developed individuals.
- Hands-on experience managing a book of mid-market and enterprise accounts, including executive-level relationships.
- Comfort with technical products and technical buyers, capable of engaging with network and infrastructure engineers.
- Experience building playbooks, cadences, and metrics from scratch in a growing company.
- Strong data judgment, using health, usage, and support signals to prioritize team efforts.
- Clear, direct written and verbal communication skills for a remote team.
- Based in the Americas, able to work across North American time zones.
Nice To Haves
- Experience with SaaS companies focused on network automation, or infrastructure/DevOps tooling.
- Exposure to NetBox.
- Background with open-source or product-led companies where community and commercial motions overlap.
- Familiarity with HubSpot and Pylon (or similar CRM, CS, and support platforms).
- Experience supporting LATAM customers; Spanish or Portuguese language skills are a plus.
- Experience designing digital-led or scaled CS programs alongside high-touch coverage.
Responsibilities
- Lead and develop the team by managing and coaching CSMs through regular 1:1s, account reviews, and call shadowing.
- Build individual growth plans for each CSM.
- Run regular call-review and feedback sessions, including scoring onboarding kickoffs against a CSM rubric.
- Hire, onboard, and ramp new CSMs as the team grows.
- Define standards for CSMs, including cadences, success plans, QBRs/EBRs, and escalation paths.
- Balance account books across territories and segments to ensure manageable workloads for CSMs.
- Own CSM playbooks for strategic accounts and contribute to shaping digital-led motions for smaller accounts.
- Hold the team accountable for customer adoption, usage against entitlement, and overall customer health.
- Identify and address customer risks early in collaboration with the Renewals team.
- Partner with Sales on customer usage and product expansion, including identifying CSM-sourced opportunities.
- Engage in key customer relationships and escalations when necessary.
- Utilize CS dashboards and platforms to guide team focus and efforts.
- Convey customer feedback to the Product team through clear, prioritized input.
- Improve the team's use of key platforms (HubSpot and Pylon) and ensure data cleanliness.
Benefits
- Equal opportunity employer.
- Accommodation available during the application process.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
