Senior Customer Success Leader - APAC Growth & Retention

NetBox Labs, Inc.; Australia; Remote; AUD 120,000 - 180,000; Full time

Job summary

NetBox Labs, Inc. is seeking a Senior Customer Success Manager to own the long-term success and growth of a strategic portfolio of customers.

You will ensure customers realize sustained value from NetBox Labs’ products and services, driving strong net revenue retention and CLV. This role goes beyond day-to-day account management, acting as a trusted advisor to align NetBox Labs with business and technical objectives while proactively identifying risks and growth opportunities as the organization

Qualifications

• 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.

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.
• Partner with the 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 the development of Customer Success playbooks, metrics, and operating models.
• Mentor and support more junior Customer Success Managers as needed

Skills

Customer Success

Account Management

Stakeholder Management

Renewals & Expansion

Strategic Thinking

Job description

NetBox Labs, Inc. is seeking a Senior Customer Success Manager to own the long-term success and growth of a strategic portfolio of customers.

You will ensure customers realize sustained value from NetBox Labs’ products and services, driving strong net revenue retention and CLV. This role goes beyond day-to-day account management, acting as a trusted advisor to align NetBox Labs with business and technical objectives while proactively identifying risks and growth opportunities as the organization