netboxlabs - Customer Success Manager
Requirements
• 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, able to manage many accounts at once • Clear written and verbal communication skills • Experience working cross-functionally in a growing organization • 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 CS platforms and CRM tools
Responsibilities
• Manage a portfolio of mid-market and enterprise customers within your region • 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 strong relationships with day-to-day users and key 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 with no 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 shape the roadmap • Keep customer records and activity up to date in our CS tools • Follow team playbooks and suggest improvements based on what you see in the field • WHAT SUCCESS LOOKS LIKE • High gross retention across your portfolio • Customers onboarded on time and actively using NetBox Labs • Clear, documented success plans for your key accounts • Renewals with no surprises, supported by early risk flags • Qualified expansion opportunities passed to Sales, driven by adoption • Customers who see you as their go-to contact at NetBox Labs • Accurate, current customer data that the team can rely on
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