Senior Customer Success Manager

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 You’ll 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 We’re 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