Customer Success Manager - Southeast

netbrain; United States; Remote; USD 110,000 - 135,000; Full time

Benefits offered by this job

401(k) plan

Medical and dental coverage

Job summary

NetBrain is seeking an experienced Customer Success Manager to own post-sale relationships for a portfolio of enterprise customers in the Southeast, guiding onboarding through adoption, renewal, and growth. You will work with network operations teams and senior stakeholders to connect product use to outcomes, while leading renewal planning and forecasts.

You will connect product usage to customer outcomes, drive renewals, coordinate expansion opportunities with account executives, and maintain

Qualifications

• Five+ years in customer success, account management, or post-sale in B2B enterprise software.
• Proven renewals ownership including negotiation and legal coordination.
• Experience handling complex enterprise accounts and presenting to VP/C-level stakeholders.
• Proficient with Salesforce for activity, pipeline, and forecasting.
• Strong written and verbal communication, organization, and follow-through.

Responsibilities

• Serve as primary post-sale contact and build relationships across technical teams and executive stakeholders.
• Set customer-specific success measures, monitor product adoption, address low usage, and present progress and ROI in regular business reviews.
• Lead renewal cycles from early planning through contract signature, coordinating customer alignment, proposals, negotiation, and legal steps.
• Forecast renewals, maintain account health records, and escalate significant churn risks with a recovery plan.
• Identify expansion opportunities and partner with account executives on proposals and evaluations.
• Share customer feedback and product requests internally, communicate roadmap updates, and maintain timely CRM records.

Skills

Customer success

Renewals management

Executive communication

Salesforce

Data interpretation

Communication

Tools

Salesforce

Gainsight

Job description

Role overview

Own post-sale relationships for a portfolio of complex enterprise customers in the Southeast, guiding them from onboarding through adoption, renewal, and growth. You will work with network operations teams and senior stakeholders to connect product use to customer outcomes, while leading renewal planning, negotiations, and forecasts.

Responsibilities

• Serve as the primary post-sale contact and build relationships across technical teams and executive stakeholders.
• Set customer-specific success measures, monitor product adoption, address low usage, and present progress and ROI in regular business reviews.
• Lead renewal cycles from early planning through contract signature, coordinating customer alignment, proposals, negotiation, and legal steps.
• Forecast renewals, maintain account health records, and escalate significant churn risks with a recovery plan.
• Identify expansion opportunities and partner with account executives on proposals and evaluations.
• Share customer feedback and product requests internally, communicate roadmap updates, and maintain timely CRM records.

Requirements

• At least five years in customer success, account management, or another post-sale role in B2B enterprise software.
• Demonstrated ownership of renewals, including negotiation, legal coordination, and recurring revenue accountability.
• Experience managing complex enterprise accounts and presenting to VP- and C-level stakeholders.
• Proficiency with Salesforce for account activity, pipeline management, and forecasting.
• Ability to interpret product usage data and explain its implications to customers.
• Strong written and verbal communication, organization, and follow-through.

Nice to have

• Background in network management, IT operations, infrastructure software, automation, or observability.
• Familiarity with Gainsight or a comparable customer success platform.
• Experience coordinating contract terms with legal and finance teams, or a record of strong gross and net revenue retention.
• Willingness to travel within the territory as needed.

Benefits and work setup

• Estimated on-target earnings are $110,000-$135,000, with actual compensation depending on location and qualifications.
• Benefits include a 401(k) plan and medical and dental coverage.