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NetBox Labs is seeking a Senior Customer Success Manager to own the long-term success and growth of a strategic portfolio of mid-market and enterprise customers. You will ensure customers realize sustained value from NetBox Labs' products and services, driving strong net revenue retention (NRR) and customer lifetime value (CLV).
In this role, you will operate as a trusted advisor, helping customers align NetBox Labs solutions to their business and technical objectives while proactively identifying risks and growth opportunities. You will develop and execute customer success plans aligned to customer goals, drive onboarding and adoption across the customer lifecycle, and build executive-level relationships with senior stakeholders.
Key responsibilities include: owning NRR and CLV metrics for your customer portfolio; partnering with renewals and sales teams on renewal and expansion conversations; identifying and mitigating churn risk through proactive engagement; using customer data and health signals to prioritize efforts; advocating for customer needs internally to influence Product and Engineering priorities; coordinating across Onboarding, Support, and Sales to deliver cohesive customer experiences; contributing to Customer Success playbooks and operating models; and mentoring junior Customer Success Managers as needed.
Success in this role means achieving strong and predictable net revenue retention, helping customers achieve measurable outcomes, maintaining low churn with well-managed renewal cycles, driving expansion through customer adoption and value, earning trusted advisor status with key stakeholders, and improving Customer Success processes and maturity across the organization.
About NetBox Labs: The company helps organizations build and manage complex networks and accelerate network automation through open, composable products. NetBox Labs is the commercial steward of open-source NetBox (the world's most popular network source of truth) and Orb (a next-generation network observability platform). Products include NetBox Enterprise (self-managed with advanced features) and NetBox Cloud (a secure SaaS edition). NetBox powers thousands of companies and is backed by Notable Capital, Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital.
REQUIREMENTS:
- 5+ years of experience in Customer Success, Account Management, or 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 ability to execute tactically
- 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
