Senior Customer Success Manager

• 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 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 Customer Success playbooks, metrics, and operating models
• Mentor and support more junior Customer Success Managers as needed
• Help customers align NetBox Labs products and services with business and technical objectives
• Shape Customer Success strategy, processes, and best practices as the organization scales

• 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
• Background in infrastructure, networking, DevOps, or automation (nice to have)
• Experience in a high-growth or scaling SaaS company (nice to have)
• Experience with open-source software or developer-focused platforms (nice to have)
• Prior experience mentoring or leading other CSMs (nice to have)
• Authorized to work in current location
• Work permit or visa sponsorship requirements may apply

• Equity
• Bonus
• Remote work arrangement