netboxlabs - Senior Customer Success Manager - APAC
Requirements
• 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 • Strong ability to translate technical capabilities into business value • Comfort owning commercial outcomes, including renewals and expansions • Strategic mindset with the ability to execute tactically • Strong communication, negotiation, and stakeholder management 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 • 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 the renewals teams and sales to drive 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, influencing Product and Engineering priorities • Coordinate across Onboarding, Support, and Sales to deliver a cohesive customer experience • Contribute to the development of Customer Success playbooks, metrics, and operating models • Mentor and support more junior Customer Success Managers as needed • WHAT SUCCESS LOOKS LIKE • Strong and predictable net revenue retention • Customers achieving clearly defined, measurable outcomes with NetBox Labs • Low churn and well-managed renewal cycles with minimal surprises • Expansion driven by customer adoption and value, not transactional upselling • Trusted advisor status with key customer stakeholders • Improved Customer Success processes and maturity across the organization
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT