Americas Customer Success Manager - Growth Leader

NetBox Labs, Inc.; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

NetBox Labs is hiring its first Manager, Customer Success for the Americas to lead, coach, and grow our CSM team. You'll start with three CSMs across North America and LATAM, setting strategy for adoption and customer health while enabling expansion. You will report to the Head of Customer Success & Support and partner with Renewals, Sales, Support, and Product.

You will develop the team, define how we run books, and craft playbooks that scale as the business grows.

Qualifications

• 5+ years in Customer Success at a B2B SaaS company.
• 2+ years managing or leading CSMs.
• Experience managing a book of mid-market and enterprise accounts.
• Comfort with a technical product and buyers.
• Experience building playbooks, cadences, and metrics.

Responsibilities

• Lead and develop the Americas CSM team, setting growth plans and accountability.
• Define operating norms: cadences, success plans, QBRs/EBRs, escalation paths.
• Collaborate with Sales, Renewals, Support, and Product to drive adoption and expansion.
• Build and refine CSM playbooks and digital-led motions for scalable growth.

Skills

Customer Success

Team Leadership

Mid-market & Enterprise

Executive Relationships

Data-driven

Tools

HubSpot

Pylon

CRM

Job description

NetBox Labs is hiring its first Manager, Customer Success for the Americas to lead, coach, and grow our CSM team. You'll start with three CSMs across North America and LATAM, setting strategy for adoption and customer health while enabling expansion. You will report to the Head of Customer Success & Support and partner with Renewals, Sales, Support, and Product.

You will develop the team, define how we run books, and craft playbooks that scale as the business grows.