APAC Senior Customer Success Leader

NetBox Labs, Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

NetBox Labs, Inc. is seeking a Senior Customer Success Manager who will own the long-term success and growth of a strategic portfolio of customers. You will ensure customers realize sustained value from NetBox products and services, driving strong retention and lifetime value.

Beyond day-to-day management, you’ll act as a trusted advisor, align customer outcomes with business and technical goals, and help shape CS strategy and processes as the organization scales.

Qualifications

• 5+ years of experience in Customer Success or related role.
• Proven track record of retention, expansion, and long-term customer value in SaaS or subscription business.
• Experience managing complex, technical customers and enterprise stakeholders.
• Ability to translate technical capabilities into business value.
• Comfort owning commercial outcomes, including renewals and expansions.
• Strategic mindset with tactical execution ability.
• 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.

Job description

NetBox Labs, Inc. is seeking a Senior Customer Success Manager who will own the long-term success and growth of a strategic portfolio of customers. You will ensure customers realize sustained value from NetBox products and services, driving strong retention and lifetime value.

Beyond day-to-day management, you’ll act as a trusted advisor, align customer outcomes with business and technical goals, and help shape CS strategy and processes as the organization scales.