Manager, Customer Success

Job not on LinkedIn

🕒 October 6

🇺🇸 United States – Remote

💵 $135k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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NetBox Labs

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

NetBox Labs is the commercial steward of open source NetBox, a leading platform for operating, automating, and securing networks and infrastructure. It offers products like NetBox Cloud and NetBox Enterprise, designed to serve as a network source of truth, facilitating network automation, configuration management, and data integration for organizations. With a focus on user community and open-source development, NetBox Labs aims to simplify network management and drive efficiency in network operations.

📋 Description

• Lead, coach, and grow the Americas Customer Success Manager team • Manage and coach CSMs through weekly 1:1s, account reviews, and call shadowing • Build individual growth plans for CSM development • Run call reviews and feedback practices, including scoring onboarding kickoffs against the CSM rubric • Hire, onboard, and ramp new CSMs as the team grows • Define CSM cadences, success plans, QBRs/EBRs, and escalation paths • Balance books across territories and segments • Own strategic-account CSM playbooks and help shape the digital-led motion for smaller accounts • Drive adoption, usage against entitlement, and customer health • Identify risks and partner with Renewals to avoid renewal surprises • Partner with Sales on usage and product expansion, including CSM-sourced opportunities • Handle key customer relationships and escalations • Use CS dashboards and platforms to guide team priorities • Bring prioritized customer feedback to Product • Improve use of HubSpot and Pylon and maintain clean account data • Build a fully ramped Americas CSM team and establish the CSM playbook

🎯 Requirements

• 5+ years in Customer Success at a B2B SaaS company • 2+ years managing or formally leading CSMs • Track record of coaching CSMs to grow, including promoting or developing people into bigger roles • Hands-on experience running a book of mid-market and enterprise accounts, including exec-level relationships • Comfort with a technical product and technical buyers, including network and infrastructure engineers • Experience building playbooks, cadences, and metrics from scratch at a growing company • Strong judgment with data, using health, usage, and support signals • Clear, direct written and verbal communication in a fully remote team • Based in the Americas and able to work across North American time zones • Experience with SaaS companies focused on network automation, or infrastructure / DevOps tooling • Spanish or Portuguese is a plus for supporting LATAM customers • Familiarity with HubSpot and Pylon or similar CRM, CS, and support platforms is a plus • Exposure to NetBox is a plus • Experience with open-source or product-led companies is a plus • Experience designing digital-led or scaled CS programs alongside high-touch coverage is a plus

🏖️ Benefits

• Equity • Bonus • Equal opportunity employer • Accommodations during the hiring process