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

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.

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.