Senior Customer Success Manager
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Job Description
Senior Customer Success Manager at NetBox Labs ensuring customer growth and retention through strategic portfolio management and value realization
Responsibilities:
- 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
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