Director of Customer Success

New York City, NY - USA

Monthly Salary: $ 185 - 200

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

As the Director of Customer Success at NetBox Labs you will own the end-to-end customer lifecycle driving adoption support retention expansion and advocacy across our customer base. You will lead and scale a hybrid team of Customer Success Managers (CSMs) Customer Success Engineers (CSEs) and TechOps Engineers ensuring every customer achieves measurable outcomes with our platform.

This role reports to the COO and is a key position that partners closely with Sales Product and Engineering. Your success will drive Net Revenue Retention (NRR) Gross Retention Customer Support Customer Satisfaction (CSAT/NPS) and Time-to-Value (TTV).

What Youll Do:

Leadership & Strategy

Build lead and mentor a high-performing team of CSMs CSEs and TechOps Engineers
Define the Customer Success vision strategy and operating model as we scale to thousands of customers
Partner with Sales leadership to ensure seamless handoffs strong renewal execution and expansion alignment
Collaborate with Product and Engineering to provide actionable customer insights and influence roadmap priorities

Customer Lifecycle Ownership

Own the full customer journey: onboarding adoption support renewals and expansion identification
Ensure consistent delivery of value to customers through structured QBRs health reviews and success planning
Drive scalable onboarding frameworks and technical support practices through the CSE team
Champion customer advocacy references and case studies

Operational Excellence

Develop segmentation and coverage models to optimize resource allocation across Enterprise and Mid-Market accounts
Establish repeatable playbooks metrics and KPIs that enable predictable success at scale
Implement processes and tooling for customer health scoring success planning and lifecycle automation
Report on performance metrics (NRR GRR CSAT TTV expansion pipeline contribution) to executive leadership

What Were Looking For:

7 years in Customer Success Account Management or Post-Sales leadership preferably with both SaaS and on-prem distributions of infrastructure software
Proven success managing both relationship-focused CSMs and technical/implementation-focused CSEs
Track record of driving measurable improvements in NRR onboarding efficiency and customer satisfaction
Strong leadership skills with experience scaling teams through managers and leads
Excellent collaboration skills across Sales Product and Engineering
Data-driven operator who uses metrics to drive strategy and execution
Strong customer presence with the ability to engage at executive and technical levels

What Youll Be Obsessed With:

Net Revenue Retention (NRR): Growth across accounts through adoption expansion and retention
Gross Retention (GRR): Churn prevention
Renewal Timeliness: Renewal execution
Customer Health & Advocacy: High CSAT/NPS and referenceable accounts
Operational Scale: Playbooks processes and tooling in place to support thousands of customers
Team Development: Strong leadership bench with clear career paths for CSMs CSEs and TechOps Engineers

Our culture and values:

We own and solve problems with high attention to detail.
Our open source contributors users customers & team are all part of our community. When our community wins we win.
We prioritize simplicity and think twice before adding complexity
Clear communication helps keep our team aligned and collaborating smoothly.

About NetBox Labs:

NetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open composable products and supporting the network automation community.

NetBox Labs is the commercial steward of open source NetBox the worlds most popular network source of truth and Orb the next-generation open source network observability platform. Our products include NetBox Enterprise a fully supported self-managed NetBox with advanced features and NetBox Cloud a secure scalable and reliable SaaS edition of NetBox.

NetBox powers thousands of companies and NetBox Labs is backed by investment from Notable Capital (formerly GGV) Grafana Labs CEO Raj Dutt Flybridge IBM Salesforce Ventures and Mango Capital.

Required Experience:

Director