Senior Customer Success Manager
About The Position
As a Senior Customer Success Manager at NetBox Labs, you will own the long-term success and growth of a strategic portfolio of mid-market and enterprise customers. Your primary responsibility is to help customers realize sustained value from NetBox Labs’ products and services, supporting strong net revenue retention (NRR) and customer lifetime value (CLV). This role extends beyond day-to-day account management. You will serve as a trusted advisor, helping customers align NetBox Labs’ offerings with their business and technical objectives while proactively identifying risks and growth opportunities. You will also help shape Customer Success strategy, processes, and best practices as the organization scales. 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 the open-source NetBox network source of truth and Orb, an open-source network observability platform. Its products include NetBox Enterprise and NetBox Cloud. The company values ownership, attention to detail, community, simplicity, and clear communication. NetBox Labs is an equal opportunity employer and welcomes applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. Applicants may request accommodation during the hiring process.
Requirements
- At least 5 years of experience in Customer Success, Account Management, or a related role.
- Proven track record of driving retention, expansion, and long-term customer value in a SaaS or subscription business.
- Experience managing complex, technical customers and enterprise stakeholders.
- Ability to translate technical capabilities into business value.
- Comfort owning commercial outcomes, including renewals and expansions.
- Strategic mindset and ability to execute tactically.
- Strong communication, negotiation, and stakeholder management 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.
- Prior experience mentoring or leading other CSMs.
Responsibilities
- Own NRR and CLV for a portfolio of mid-market and enterprise customers.
- Develop and execute customer success plans aligned to customer goals and outcomes.
- Drive onboarding, adoption, and ongoing value realization across the customer lifecycle.
- Build executive-level relationships and engage regularly with senior customer stakeholders.
- Partner with renewals teams and Sales on renewal and expansion conversations.
- Identify and mitigate churn risk through proactive engagement and clear action plans.
- Use customer data and health signals to prioritize efforts and guide decision-making.
- Advocate for customer needs internally and influence Product and Engineering priorities.
- Coordinate across Onboarding, Support, and Sales to deliver a cohesive customer experience.
- Contribute to Customer Success playbooks, metrics, and operating models.
- Mentor and support more junior Customer Success Managers as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
