Customer Success Manager

About the Role

As a Customer Success Manager at NetBox Labs, you will own the success of a regional portfolio of customers. Your primary responsibility is to make sure customers adopt NetBox Labs’ products and see real value from them, which drives strong retention and healthy expansion.

You will be the main point of contact for your customers from onboarding through renewal. You will run regular check-ins, track customer health, spot risk early, and work with Renewals, Sales, Support, and Onboarding to keep every account on track. You will follow proven Customer Success playbooks and help improve them as the team grows.

What You’ll Do

Manage a portfolio of mid-market and enterprise customers within your region

Build and maintain customer success plans tied to each customer’s goals

Partner with Onboarding to ensure a smooth handoff and fast time to value

Drive product adoption through regular check-ins, success reviews, and enablement

Build strong relationships with day-to-day users and key technical stakeholders, and grow relationships with senior stakeholders

Monitor customer health signals and act early on churn risk

Partner with the Renewals team to support on-time renewals with no surprises

Identify usage and product expansion opportunities and bring them to Sales

Work with Support and Engineering to resolve escalations and keep customers informed

Share customer feedback with Product so customer needs shape the roadmap

Keep customer records and activity up to date in our CS tools

Follow team playbooks and suggest improvements based on what you see in the field

What Success Looks Like

High gross retention across your portfolio

Customers onboarded on time and actively using NetBox Labs

Clear, documented success plans for your key accounts

Renewals with no surprises, supported by early risk flags

Qualified expansion opportunities passed to Sales, driven by adoption

Customers who see you as their go-to contact at NetBox Labs

Accurate, current customer data that the team can rely on

What We’re Looking For

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

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

Familiarity with CS platforms and CRM tools

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.

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.

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.