Manager, Customer Success

NetBox Labs

. Lead, coach, and grow the Americas Customer Success Manager team .

Posted 10/6/2026full-timeRemote • United StatesMid-LevelSenior💰 $135,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and developing Customer Success teams within B2B SaaS environments, focusing on strategic account management, playbook creation, and customer health metrics. Proficient in leveraging CRM tools like HubSpot and Pylon to enhance team performance and customer engagement.

Highest-signal resume keywords

Customer Success ManagementTeam LeadershipAccount ManagementPlaybook DevelopmentData-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SuccessAccount ManagementCoachingMetrics DevelopmentTechnical Product FamiliarityDigital-Led ProgramsNetwork AutomationInfrastructure ToolingB2B SaaS ExperienceExecutive Relationship Management

Soft Skills

Clear CommunicationJudgment with DataCoaching and MentoringFeedback PracticesRemote Team Collaboration

Tools & Technologies

HubSpotPylonCS DashboardsNetBoxCRM Platforms

Industry Keywords

B2B SaaSCustomer Success ManagerMid-Market AccountsEnterprise AccountsDigital-Led MotionCustomer HealthRenewalsProduct ExpansionLATAM SupportOpen-Source Companies

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Equity
Bonus
Equal opportunity employer
Accommodations during the hiring process