Customer Success Manager

Job description

## **About the Role** As a **Customer Success Manager** at NetBox Labs, you will own the success of a regional portfolio of customers. Your primary responsibility is to make sure customers adopt NetBox Labs’ products and see real value from them, which drives strong retention and healthy expansion. You will be the main point of contact for your customers from onboarding through renewal. You will run regular check-ins, track customer health, spot risk early, and work with Renewals, Sales, Support, and Onboarding to keep every account on track. You will follow proven Customer Success playbooks and help improve them as the team grows. ## **What You’ll Do** - Manage a portfolio of mid-market and enterprise customers within your region - Build and maintain customer success plans tied to each customer’s goals - Partner with Onboarding to ensure a smooth handoff and fast time to value - Drive product adoption through regular check-ins, success reviews, and enablement - Build strong relationships with day-to-day users and key technical stakeholders, and grow relationships with senior stakeholders - Monitor customer health signals and act early on churn risk - Partner with the Renewals team to support on-time renewals with no surprises - Identify usage and product expansion opportunities and bring them to Sales - Work with Support and Engineering to resolve escalations and keep customers informed - Share customer feedback with Product so customer needs shape the roadmap - Keep customer records and activity up to date in our CS tools - Follow team playbooks and suggest improvements based on what you see in the field ## **What Success Looks Like** - High gross retention across your portfolio - Customers onboarded on time and actively using NetBox Labs - Clear, documented success plans for your key accounts - Renewals with no surprises, supported by early risk flags - Qualified expansion opportunities passed to Sales, driven by adoption - Customers who see you as their go-to contact at NetBox Labs - Accurate, current customer data that the team can rely on ## **What We’re Looking For** - 3+ years of experience in Customer Success, Account Management, or a related customer-facing role - Track record of driving adoption and retention in a SaaS or subscription business - Experience working with technical customers and stakeholders - Ability to explain technical capabilities in terms of business value - Comfort supporting renewal and expansion conversations alongside Renewals and Sales - Organized and proactive, able to manage many accounts at once - Clear written and verbal communication skills - Experience working cross-functionally in a growing organization ## **Nice to Have** - 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 - Familiarity with CS platforms and CRM tools ## About NetBox Labs: NetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open, composable products and supporting the network automation community. NetBox Labs is the commercial steward of open source NetBox, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox. NetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital. ## Our culture and values: - We own and solve problems with high attention to detail. - Our open source contributors, users, customers & team are all part of our community. When our community wins, we win. - We prioritize simplicity and think twice before adding complexity - Clear communication helps keep our team aligned and collaborating smoothly. NetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.