Customer Success Manager

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.

Responsibilities

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

Requirements

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