Senior Customer Success Manager
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Job Location:
New York City, NY - USA
Monthly Salary:
$ 135 - 150
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
About the Role
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.
What Youll 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
Lead renewal and expansion conversations partnering with Sales as needed
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
What Success Looks Like
Strong and predictable net revenue retention
Customers achieving clearly defined measurable outcomes with NetBox Labs
Low churn and well-managed renewal cycles with minimal surprises
Expansion driven by customer adoption and value not transactional upselling
Trusted advisor status with key customer stakeholders
Improved Customer Success processes and maturity across the organization
What Were Looking For
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 tacticall
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
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:
Manager
Key Skills
- Debugging
- Remote Access Software
- IT Service Management
- IOS
- Multithreading
- VPN
- Neo4j
- FISMA
- SSO
- Github
- Google Suite
- Troubleshooting
About Company
Build and manage complex networks easier with NetBox Labs, using an enterprise-grade version of the world’s most popular network source of truth.
