Senior Customer Success Manager

As a Senior Customer Success Manager at NetBox Labs, you will own the long-term success and growth of a strategic portfolio of customers. Your primary responsibility is to ensure customers realize sustained value from NetBox Labs' products and services, resulting in strong net revenue retention (NRR) and customer lifetime value (CLV). This role goes beyond day-to-day account management. You will operate as a trusted advisor, helping customers align NetBox Labs to their business and technical objectives, while proactively identifying risks and growth opportunities. You will also play a key role in shaping Customer Success strategy, processes, and best practices as the organization continues to scale.

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; 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; Mentor and support more junior Customer Success Managers as needed

Requirements

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