Client Success Manager
Affirm
Director of Customer Success
NetBox Labs
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $185,000 - $200,000 per year
Job Level
Lead
About the role
- Own the end-to-end customer lifecycle, driving adoption, support, retention, expansion, and advocacy across customer base
- Lead and scale a hybrid team of Customer Success Managers (CSMs), Customer Success Engineers (CSEs) and TechOps Engineers
- Partner with Sales, Product, and Engineering teams to provide actionable customer insights
- Own the full customer journey: onboarding, adoption, support, renewals, and expansion identification
- Ensure consistent delivery of value to customers through structured QBRs, health reviews, and success planning
- Drive scalable onboarding frameworks and technical support practices through CSE team
- Report on performance metrics (NRR, GRR, CSAT, TTV, expansion pipeline contribution) to executive leadership
Requirements
- 7+ years in Customer Success, Account Management, or Post-Sales leadership, preferably with both SaaS and on-prem distributions of infrastructure software
- Proven success managing both relationship-focused CSMs and technical/implementation-focused CSEs
- Track record of driving measurable improvements in NRR, onboarding efficiency, and customer satisfaction
- Strong leadership skills with experience scaling teams through managers and leads
- Excellent collaboration skills across Sales, Product, and Engineering
- Data-driven operator who uses metrics to drive strategy and execution
- Strong customer presence with the ability to engage at executive and technical levels.
Benefits
- Offers Equity
- Offers Bonus
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementPost-Sales leadershipSaaSon-prem distributionsinfrastructure softwareNRRGRRCSATTTV
Soft skills
leadershipcollaborationdata-drivencustomer engagementrelationship managementteam scalingcommunicationstrategic thinkingproblem-solvingcustomer advocacy
