Senior Customer Success Manager

• Own

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

• Partner with the renewals teams and sales to drive renewal and expansion conversations.

• 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

• Strong and predictable

• 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

• 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 tactically

• Strong communication, negotiation, and stakeholder management skills

• Experience working cross-functionally in a growing organization

• 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

• 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.

NetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.