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NetBox Labs is hiring its first Manager, Customer Success for the Americas to lead, coach, and grow the CSM team. You'll start with three CSMs covering North America and LATAM, operating as a player-coach who evolves into a people-focused leader as the team scales.
You will lead and develop the CSM team through weekly 1:1s, account reviews, and call shadowing. You'll build individual growth plans to help each CSM advance, run regular call-review and feedback practices, and hire/onboard new CSMs as the team grows. Your focus is adoption, value realization, customer health, and expansion signals—renewals and retention are owned by a separate Renewals team.
You'll set direction for how CSMs run their books by defining what great looks like (cadences, success plans, QBRs/EBRs, escalation paths), balancing workloads across territories and segments, and owning CSM playbooks for strategic accounts while shaping digital-led motions for smaller accounts.
You'll drive customer outcomes by holding the team accountable for adoption, usage against entitlement, and customer health. You'll spot risk early, partner with Renewals to prevent surprise renewals, work with Sales on expansion opportunities, and step into key customer relationships and escalations when needed.
You'll improve team effectiveness by using CS dashboards and platforms to guide time allocation, bringing customer voice to Product through prioritized feedback, and improving how the team uses HubSpot and Pylon while keeping account data clean.
In your first year, success means building a fully ramped Americas CSM team, giving every CSM a growth plan they own, shipping the CSM playbook, improving adoption and customer health, turning CSMs into a steady expansion pipeline source, and developing at least one CSM into a bigger book or senior role.
NetBox Labs helps companies build and manage complex networks through open, composable products. The company is the commercial steward of open-source NetBox (the world's most popular network source of truth) and Orb (next-generation network observability). Products include NetBox Enterprise and NetBox Cloud. The company is backed by Notable Capital, Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital.
You'll report to the Head of Customer Success & Support and partner closely with Renewals, Sales, Support, Solutions Engineering, and Product.
REQUIREMENTS:
- 5+ years in Customer Success at a B2B SaaS company, with 2+ years managing or formally leading CSMs
- Track record of coaching CSMs to grow, with examples of people you've promoted or developed into bigger roles
- Hands-on experience running a book of mid-market and enterprise accounts, including exec-level relationships
- Comfort with technical products and technical buyers; able to hold your own with network and infrastructure engineers
- Experience building playbooks, cadences, and metrics from scratch at a growing company
- Strong judgment with data: use health, usage, and support signals to decide where the team spends time
- Clear, direct written and verbal communication in a fully remote team
- Based in the Americas, able to work across North American time zones
- Experience with SaaS companies focused on network automation, or infrastructure/DevOps tooling
NICE TO HAVE:
- Exposure to NetBox
- Background with open-source or product-led companies where community and commercial motions overlap
- Familiarity with HubSpot and Pylon (or similar CRM, CS, and support platforms)
- Experience supporting LATAM customers; Spanish or Portuguese a plus
- Experience designing digital-led or scaled CS programs alongside high-touch coverage
