Manager, Customer Success - Americas

NetBox Labs is growing fast, and our Customer Success team is growing with us. We're hiring our first Manager, Customer Success for the Americas to lead, coach, and grow our CSM team. You'll start with three CSMs covering North America and LATAM, and help drive the plan for and execution of growth. This starts as a player-coach leadership role, growing with the team to focus on people and practice. You'll report to the Head of Customer Success & Support and partner closely with Renewals, Sales, Support, Solutions Engineering and Product.

Responsibilities

Manage and coach the CSMs through weekly 1:1s, account reviews, and call shadowing; Build individual growth plans for each CSM; Run a regular call-review and feedback practice, including scoring onboarding kickoffs against the CSM rubric; Hire, onboard, and ramp new CSMs as the team grows; Define what great looks like for a CSM: cadences, success plans, QBRs/EBRs, and escalation paths; Balance books across territories and segments; Own the CSM playbooks for strategic accounts and help shape the digital-led motion for smaller accounts; Hold the team accountable for adoption, usage against entitlement, and customer health; Spot risk early and work with Renewals so no renewal is a surprise; Partner with Sales on usage and product expansion, including CSM-sourced opportunities; Step into key customer relationships and escalations when needed; Use CS dashboards and platforms to guide where the team spends its time; Bring the customer voice to Product through clear, prioritized feedback; Improve how the team uses HubSpot and Pylon and keep account data clean

Requirements

5+ years in Customer Success at a B2B SaaS company; 2+ years managing or formally leading CSMs; Track record of coaching CSMs to grow, with examples of people promoted or developed into bigger roles; Hands-on experience running a book of mid-market and enterprise accounts, including exec-level relationships; Comfort with a technical product and technical buyers, able to work with network and infrastructure engineers; Experience building playbooks, cadences, and metrics from scratch at a growing company; Strong judgment with data, using health, usage, and support signals to decide where the team spends time; Clear, direct written and verbal communication in a fully remote team; Based in the Americas, able to work across North American time zones; Experience with SaaS companies focused on network automation, or infrastructure / DevOps tooling

Nice to have

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