Senior Customer Success Manager

NetBox Labs

. Own NRR and CLV for a portfolio of mid-market and enterprise customers .

Posted 10/27/2026full-timeRemote • AustraliaSenior💰 A$160,000 - A$180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success management, focusing on driving retention, expansion, and long-term customer value in a SaaS environment. Proven ability to build executive-level relationships and influence cross-functional teams to align customer needs with business objectives.

Highest-signal resume keywords

Customer Success ManagementRetention StrategiesStakeholder ManagementSaaS ExperienceMentoring CSMs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success PlansChurn Risk MitigationData-Driven Decision MakingTechnical Customer ManagementCommercial Outcome Ownership

Soft Skills

Strong CommunicationNegotiation SkillsStrategic MindsetCross-Functional Collaboration

Industry Keywords

NetBox LabsEnterprise CustomersOnboardingCustomer ExperienceHigh-Growth SaaS

About the role

Key responsibilities & impact

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
Partner with 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 Customer Success playbooks, metrics, and operating models
Mentor and support more junior Customer Success Managers as needed
Help customers align NetBox Labs products and services with business and technical objectives
Shape Customer Success strategy, processes, and best practices as the organization scales

Requirements

What you’ll need

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 (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)
Prior experience mentoring or leading other CSMs (nice to have)
Authorized to work in current location
Work permit or visa sponsorship requirements may apply

Benefits

Comp & perks

Equity
Bonus
Remote work arrangement