NetBrain - Customer Success Manager - Austin, TX
Requirements
• 5+ years in Customer Success, Account Management, or a related post-sale role in B2B enterprise software. • Demonstrated ownership of renewal cycles — including negotiation, legal coordination, and ARR accountability. • Experience managing a portfolio of complex enterprise accounts. • Strong executive presence — comfortable presenting QBRs and EBRs to VP/C-level stakeholders. • Proficiency with Salesforce CRM for pipeline management, activity logging, and forecasting. • Ability to interpret product usage and adoption data and translate it into customer-facing narratives. • Excellent written and verbal communication skills; strong follow-through and organizational habits. • Preferred • Experience in network management, IT operations, or infrastructure software (network automation, observability, or adjacent categories). • Familiarity with Gainsight or a comparable CS platform. • Experience coordinating with Legal and Finance on contract negotiations and renewal terms. • Background in building multi-threaded relationships across technical and business stakeholders simultaneously. • Track record of GRR ≥ 90% and NRR ≥ 105% over multiple fiscal years. • Willingness to travel within your territory as required. • Manual Dexterity: Repetitive motion of wrists, hands and fingers for using a computer. • Stationary Tasks: Sitting for extended periods, remaining in a stationary position.
Responsibilities
• This is a full-ownership role. You are the primary post-sale contact for a portfolio of enterprise accounts. • You own every renewal in your portfolio — from 12-month strategic planning through executed contract signature. GRR ≥ 90% and NRR ≥ 105% are your metrics. You run the process; Sales supports you. • Relationship Management • Build and own multi-threaded stakeholder maps across IT Operations, Network Engineering, and executive leadership. • Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts. • Serve as the primary escalation point for your customers and the voice of the customer internally. • Adoption & Value Realization • Define customer-specific success metrics at contract start and track them throughout the lifecycle. • Monitor product health via adoption dashboards; address low-utilization signals proactively. • Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes. • Renewal Ownership (Full Cycle) • Open and manage renewal opportunities in Salesforce 12 months before contract end. • Lead the end-to-end renewal timeline: health assessment (9mo), executive alignment (6mo), proposal (4mo), negotiation and legal coordination (2mo), close (30 days out). • Maintain renewal forecast accuracy within ±5% of final ARR vs. 60-day projection. • Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan. • Expansion & Growth • Expansion & Growth • Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases. • Maintain an expansion pipeline at ≥ 3× quarterly quota coverage in Salesforce. • Partner with the Account Executive on joint proposals and POC planning for new module evaluations. • Internal Advocacy • Internal Advocacy • Submit customer feature requests through Product feedback channels and relay roadmap updates during QBRs. • Nominate satisfied customers for case studies, references, and advisory board participation. • Log all customer activity in Salesforce within 24 hours; maintain renewal health scorecard at each milestone.
Benefits
• Our comprehensive compensation package is vital in how we recognize our people for the impact they make on us reaching our goals as a company. • For this role, the estimated OTE is $110,000 -$135,000. The actual salary may vary based on a range of factors, including market and individual qualifications objectively assessed during the interview process. • The range listed above is a guideline and may be modified. People Experience offers a comprehensive benefits package in addition to cash compensation that includes but is not limited to 401k and medical/dental coverage. Speak with your Recruiter for more details on our Total Rewards philosophy. • NetBrain invites all interested and qualified candidates to apply for employment opportunities.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT