Americas Customer Success Manager: Lead, Coach & Scale Adoption

NetBox Labs, Inc.; United States, Northern America, Americas; Remote; USD 140,000 - 200,000; Full time

Job summary

NetBox Labs, Inc. is seeking a Manager of Customer Success for the Americas to build and lead our first CSM team across North America and LATAM. You will coach a growing group, define playbooks, and ensure adoption, health, and expansion signals are aligned with company goals.

You will set direction for how the team runs the books, drive scalable processes, and partner with Renewals, Sales, Support, Solutions Engineering, and Product to deliver measurable outcomes.

Qualifications

• 5+ years in Customer Success at a B2B SaaS company, with 2+ years managing or leading CSMs.
• Proven track record coaching CSMs to grow into bigger roles.
• Hands-on experience managing a book of mid-market and enterprise accounts, including executive relationships.
• Comfort with a technical product and technical buyers; able to engage with network/infrastructure engineers.
• Experience building playbooks, cadences, and metrics from scratch at a growing company.

Responsibilities

• Lead and develop the Americas CSM team through coaching, reviews, and ramp programs.
• Define CSM standards: cadences, success plans, QBRs/EBRs, escalation paths.
• Balance territory workloads to optimize win rates for each CSM.
• Own playbooks for strategic accounts and drive digital-led motion for smaller accounts.

Skills

CS leadership

Coaching CSMs

Mid-market & enterprise

Executive relationships

Playbooks & cadences

Data-driven decisions

Remote collaboration

Team management

Tools

HubSpot

Pylon

Job description

NetBox Labs, Inc. is seeking a Manager of Customer Success for the Americas to build and lead our first CSM team across North America and LATAM. You will coach a growing group, define playbooks, and ensure adoption, health, and expansion signals are aligned with company goals.

You will set direction for how the team runs the books, drive scalable processes, and partner with Renewals, Sales, Support, Solutions Engineering, and Product to deliver measurable outcomes.