Customer Success Manager

NetBox Labs

. Own the success of a regional portfolio of customers .

Posted 10/27/2026full-timeRemote • United StatesMid-LevelSenior💰 $110,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management, focusing on driving product adoption and retention for mid-market and enterprise customers. Proficient in building relationships with technical and senior stakeholders while effectively managing customer health and feedback.

Highest-signal resume keywords

Customer Success ManagementSaaS Adoption and RetentionCross-Functional CollaborationTechnical Stakeholder EngagementCustomer Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success StrategyAccount ManagementCustomer Health MonitoringRenewal SupportProduct AdoptionSuccess ReviewsChurn Risk IdentificationCustomer Feedback AnalysisOnboarding CoordinationExpansion Opportunity Identification

Soft Skills

Clear CommunicationOrganizational SkillsProactive Problem SolvingRelationship BuildingCross-Functional Teamwork

Tools & Technologies

CS PlatformsCRM ToolsOpen-Source SoftwareDeveloper-Focused Platforms

Industry Keywords

InfrastructureNetworkingDevOpsAutomationSaaSSubscription BusinessCustomer Success Playbooks

About the role

Key responsibilities & impact

Own the success of a regional portfolio of customers
Ensure customers adopt NetBox Labs’ products and realize value to drive retention and expansion
Serve as the main point of contact from onboarding through renewal
Run regular check-ins, track customer health, identify risk early, and coordinate with Renewals, Sales, Support, and Onboarding
Manage a portfolio of mid-market and enterprise customers within the region
Build and maintain customer success plans tied to customer goals
Partner with Onboarding for smooth handoffs and fast time to value
Drive product adoption through check-ins, success reviews, and enablement
Build relationships with users, technical stakeholders, and senior stakeholders
Monitor customer health and act on churn risk
Support on-time renewals with the Renewals team
Identify product usage and expansion opportunities and bring them to Sales
Work with Support and Engineering on escalations and customer communication
Share customer feedback with Product to influence the roadmap
Maintain accurate customer records and activity in CS tools
Follow and improve Customer Success playbooks
NetBox Labs helps companies build and manage complex networks through open, composable network automation products and open-source platforms

Requirements

What you’ll need

3+ years of experience in Customer Success, Account Management, or a related customer-facing role
Track record of driving adoption and retention in a SaaS or subscription business
Experience working with technical customers and stakeholders
Ability to explain technical capabilities in terms of business value
Comfort supporting renewal and expansion conversations alongside Renewals and Sales
Organized and proactive, able to manage many accounts at once
Clear written and verbal communication skills
Experience working cross-functionally in a growing organization
Background in infrastructure, networking, DevOps, or automation (nice to have)
Experience in a high-growth or scaling SaaS company (nice to have)
Experience with open-source software or developer-focused platforms (nice to have)
Familiarity with CS platforms and CRM tools (nice to have)

Benefits

Comp & perks

Equity
Bonus
Equal opportunity employer
Accommodation available during the hiring process