Customer Success Manager
At a glance
Manager-level Customer Success role at NetBox Labs. Remote, United States · full-time · $110,000–$120,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Guide a regional book of mid-market and enterprise accounts from onboarding through renewal
- Create account plans around customer goals, then use check-ins and success reviews to increase product use
- Watch customer health and flag churn concerns early while coordinating with Renewals on timely renewals
- Spot adoption-led growth opportunities and pass qualified leads to Sales
- Resolve escalations with Support and Engineering, keep customers updated, and relay their feedback to Product
What you bring
- At least three years in Customer Success, Account Management or a related customer-facing position
- A record of improving adoption and retention at a SaaS or subscription business
- Experience supporting technical customers and explaining product capabilities through business outcomes
- Clear written and verbal communication, with the organization to manage multiple accounts
Who this fits
This role suits a customer-facing manager who can build relationships with users and technical and senior stakeholders, while handling a regional portfolio. You’ll work across Renewals, Sales, Support, Engineering, Onboarding and Product. The position is remote in the US.
From the employer
About the Role
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.
What You’ll Do
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
What Success Looks Like
High gross retention across your portfolio
Customers onboarded on time and actively using NetBox Labs
Clear, documented success plans for your key accounts
Renewals with no surprises, supported by early risk flags
Qualified expansion opportunities passed to Sales, driven by adoption
Customers who see you as their go-to contact at NetBox Labs
Accurate, current customer data that the team can rely on
What We’re Looking For
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
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 world’s 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.
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.
NetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.
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