Manager, Customer Success - Americas

The role

You will lead, coach, and grow the Americas CSM team. You will focus on adoption, value realization, customer health, and expansion signals.

What you will do

• Manage and coach CSMs through weekly 1:1s, account reviews, and call shadowing
• Build individual growth plans for CSMs
• Run a regular call-review and feedback practice
• Hire, onboard, and ramp new CSMs
• Define CSM cadences, success plans, QBRs/EBRs, and escalation paths
• Balance books across territories and segments
• Own CSM playbooks for strategic accounts and shape digital-led motion
• Hold the team accountable for adoption, usage, and customer health
• Partner with Sales on usage and product expansion
• Bring customer voice to Product through prioritized feedback

Required qualifications

• 5+ years in Customer Success at a B2B SaaS company
• 2+ years managing or formally leading CSMs
• Track record of coaching CSMs to grow
• Hands-on experience running a book of mid-market and enterprise accounts
• Comfort with a technical product and technical buyers
• Experience building playbooks, cadences, and metrics from scratch
• Strong judgment with data
• Clear, direct written and verbal communication
• Based in the Americas
• Able to work across North American time zones

Nice to have

• Experience with SaaS companies focused on network automation, or infrastructure / DevOps tooling
• Exposure to NetBox
• Background with open-source or product-led companies where community and commercial motions overlap
• Familiarity with HubSpot and Pylon (or similar CRM, CS, and support platforms)
• Experience supporting LATAM customers
• Spanish or Portuguese a plus
• Experience designing digital-led or scaled CS programs alongside high-touch coverage

About the company

NetBox Labs helps companies build and manage complex networks. They are the commercial steward of open source NetBox and Orb.