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NetBox Labs · 5 days ago

Senior Customer Success Manager

United States

Full-time

Remote

Senior Level

$135K/yr - $150K/yr

5+ years exp

NetBox Labs is a company that helps organizations build and manage complex networks. As a Senior Customer Success Manager, you will be responsible for ensuring customers derive sustained value from the company's products and services, while also shaping the Customer Success strategy and processes.

Information TechnologyOpen SourceProfessional NetworkingSaaS

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

Lead renewal and expansion conversations, partnering with Sales as needed

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

Qualification

Customer Success ManagementSaaS ExperienceStakeholder ManagementTechnical Customer ManagementCommunication SkillsNegotiation SkillsCross-functional CollaborationMentoring Experience