IP Fabric · 1 day ago
Customer Success Manager
Boston
Full-time
Onsite
Mid, Senior LevelIP Fabric is a pioneering force in network automation, enabling enterprises to manage their networks effectively. The Customer Success Manager will drive adoption and build strategic relationships with Tier 1 and Tier 2 accounts, ensuring customers realize the full impact of Network Assurance through technical leadership and commercial outcomes.
Cloud ComputingEnterprise SoftwareCyber SecurityBig DataInformation TechnologyCloud InfrastructureIT InfrastructureNetwork SecurityPredictive Analytics
Responsibilities
Own customer success plans for all Tier 1–2 accounts in partnership with a Post-Sales Solution Architect; lead onboarding while the Architect provides consulting and technical guidance
Run technical programs: coordinate SMEs and executive stakeholders on both sides, handle escalations, and map use cases that deliver meaningful outcomes
Drive adoption and maturity: identify gaps, design action plans, and track progress against measurable milestones
Quantify and communicate value: capture metrics such as avoided security risk, faster incident resolution, and accelerated project delivery; build internal consensus with customer champions
Lead commercial motions: manage renewals, support procurement cycles, and uncover ARR expansion opportunities (upsell/cross-sell)
Forecast with rigor: maintain internal documentation and reporting on renewal risk, expansion pipeline, and customer health
Monitor performance: track NPS, usage, adoption KPIs, and leading indicators of churn; address risks before they escalate
Build relationships: develop deep, multi-threaded relationships with key accounts and executive sponsors
Be the customer’s voice: relay feedback to Product, Sales, and Marketing to influence roadmap and go-to-market
Collaborate cross-functionally to remove blockers and deliver outcomes on agreed timelines
Qualification
Required
Technical fluency in enterprise networking concepts and comfort engaging highly technical stakeholders; capable of shaping use cases and discussing architectures
Project leadership: proven track record running multi-workstream customer programs with clear owners, decisions, timelines, and follow-ups
Commercial acumen: confidence working through enterprise procurement, renewals, and expansion conversations; able to translate technical outcomes into business value and ARR impact
Executive communication: crisp written and verbal skills, from hands-on teams to VP/C-suite
Customer health mindset: experience building dashboards or reports across NPS, usage, adoption, risk, and renewal forecasts
Proactive problem solving: habit of spotting issues early and rallying the right people to resolution
Collaboration skills: success working with Sales, Product, Marketing, and Services in a post-sales lifecycle
Preferred
Background in network operations, network automation, or assurance platforms
Experience supporting global, business-critical environments
Prior work with value frameworks (e.g., ROI models, business cases) tied to renewals and expansion
Benefits
25 days of paid time off.
ClassPass Wellness Program.
Anniversary Rewards.
Health, Dental and Vision Insurance.
Employer-matched 401(k) plan.
Company
IP Fabric
As the leading automated network assurance platform, IP Fabric offers a continuously validated view of cloud, network, and security systems.
Founded in 2015
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$30.59MKey Investors
One PeakPresto Ventures,SenovoTechSquare
2023-06-29Series B· $25.1M
2020-09-22Series A· $4.1M
2017-05-02Seed
Leadership Team
Pavel Bykov
Chief Executive Officer
Recent News
GlobeNewswire
2026-01-16
2025-09-26
Company data provided by crunchbase