Senior Customer Success Manager

The role

You will own the long-term success and growth of a strategic portfolio of customers. You will act as a trusted advisor to help customers align NetBox Labs to their business and technical objectives.

What you will do

• 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
• Partner with the renewals teams and sales to drive renewal and expansion conversations
• 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

Required qualifications

• 5+ years of experience in Customer Success, Account Management, or a related role
• Proven track record of driving retention, expansion, and long-term customer value in a SaaS or subscription business
• Experience managing complex, technical customers and enterprise stakeholders
• Strong ability to translate technical capabilities into business value
• Comfort owning commercial outcomes, including renewals and expansions
• Strategic mindset with the ability to execute tactically
• Strong communication, negotiation, and stakeholder management 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
• Prior experience mentoring or leading other CSMs

About the company

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