netboxlabs - Manager, Customer Success - Americas
Requirements
• 5+ years in Customer Success at a B2B SaaS company, with 2+ years managing or formally leading CSMs • A track record of coaching CSMs to grow, with examples of people you've promoted or developed into bigger roles • Hands-on experience running a book of mid-market and enterprise accounts, including exec-level relationships • Comfort with a technical product and technical buyers; you can hold your own with network and infrastructure engineers • Experience building playbooks, cadences, and metrics from scratch at a growing company • Strong judgment with data: you use health, usage, and support signals to decide where the team spends time • Clear, direct written and verbal communication in a fully remote team • Based in the Americas, able to work across North American time zones • 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 a plus • Experience designing digital-led or scaled CS programs alongside high-touch coverage
Responsibilities
• Use our CS dashboards and platforms to guide where the team spends its time • Bring the customer voice to Product through clear, prioritized feedback • Improve how the team uses key platforms (HubSpot and Pylon) and ensure we keep account data clean • WHAT SUCCESS LOOKS LIKE • Build a fully ramped Americas CSM team • Give every CSM a growth plan they own and see them grow against it • Ship the CSM playbook and make it how the team works day to day • Improve adoption and customer health across the book • Turn CSMs into a steady source of expansion pipeline with Sales • Develop at least one CSM into a bigger book or a senior role
Benefits
• Remote, US $135K – $140K • Offers Equity • Offers Bonus • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Describe a CS playbook, cadence, or set of metrics you built from scratch. What was the result? • What technical products have you supported (e.g., network automation, infrastructure, DevOps tooling)? Who were your typical buyers?
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