Regional Customer Success Leader: Adoption & Renewal

NetBox Labs, Inc.; United States; Remote; USD 75,000 - 120,000; Full time

Job summary

NetBox Labs is seeking a Customer Success Manager to own a regional portfolio, driving adoption and value from our products. You will be the main contact from onboarding through renewal, coordinating with Renewals, Sales, Support, and Onboarding to keep accounts on track.

You’ll run regular health checks, identify churn risk early, and share feedback with Product to influence the roadmap in a growing SaaS environment.

Qualifications

• 3+ years in Customer Success, Account Management, or related role.
• Proven track record driving adoption and retention in SaaS.
• Experience with technical customers and stakeholders.
• Ability to translate tech capability into business value.
• Comfort in renewal/expansion conversations with Sales.
• Organized and proactive, able to manage many accounts.

Responsibilities

• Manage a portfolio of mid-market and enterprise customers within your region.
• Build and maintain customer success plans tied to each customer’s goals.
• Partner with Onboarding for smooth handoff and fast value realization.
• Drive product adoption through regular check-ins & success reviews.
• Build relationships with day-to-day users and senior stakeholders.
• Monitor health signals and act early on churn risk.
• Support on-time renewals with no surprises with Renewals team.
• Identify usage and expansion opportunities and bring to Sales.
• Work with Support and Engineering to resolve escalations.
• Share customer feedback with Product to shape roadmap.
• Keep customer records up to date in CS tools.

Skills

3+ years exp in CS/AM

SaaS adoption/retention track record

Experience with technical customers

Explain technical concepts to business

Renewals & expansions collaboration

Organized multi-account management

Clear written and verbal communication

Cross-functional collaboration

Job description

NetBox Labs is seeking a Customer Success Manager to own a regional portfolio, driving adoption and value from our products. You will be the main contact from onboarding through renewal, coordinating with Renewals, Sales, Support, and Onboarding to keep accounts on track.

You’ll run regular health checks, identify churn risk early, and share feedback with Product to influence the roadmap in a growing SaaS environment.