NetBox Labs

Senior Customer Success Manager

NetBox Labs

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $135,000 - $150,000 per year

Job Level

Senior

About the role

  • 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
  • Lead renewal and expansion conversations, partnering with Sales as needed
  • 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 the development of Customer Success playbooks, metrics, and operating models
  • Mentor and support more junior Customer Success Managers as needed

Requirements

  • 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
Benefits
  • Offers Commission
  • Offers Bonus

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementSaaSsubscription businesscustomer data analysiscustomer health signalscustomer success plansmetrics developmentoperating models
Soft skills
communicationnegotiationstakeholder managementstrategic mindsettactical executionrelationship buildingmentoringproactive engagement