Regional Customer Success Manager: Drive Adoption & Retention

NetBox Labs, Inc.; Oregon; Hybrid; USD 75,000 - 120,000; Full time

Job summary

NetBox Labs is seeking a Customer Success Manager to own a regional portfolio of mid-market and enterprise customers through onboarding to renewal. You will drive adoption, monitor health, and collaborate with Renewals, Sales, Support, and Onboarding to keep accounts on track.

You will develop success plans, nurture relationships with stakeholders, and identify expansion opportunities while feeding product feedback to influence the roadmap.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role.
• Track record of driving adoption and retention in a SaaS or subscription business.
• Experience working with technical customers and stakeholders.
• Ability to explain technical capabilities in terms of business value.
• Comfort supporting renewal and expansion conversations alongside Renewals and Sales.
• Organized and proactive, able to manage many accounts at once.
• Clear written and verbal communication skills.
• Experience working cross-functionally in a growing organization.

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 to ensure a smooth handoff and fast time to value.
• Drive product adoption through regular check-ins, success reviews, and enablement.
• Build strong relationships with day-to-day users and key technical stakeholders, and grow relationships with senior stakeholders.
• Monitor customer health signals and act early on churn risk.
• Partner with the Renewals team to support on-time renewals with no surprises.
• Identify usage and product expansion opportunities and bring them to Sales.
• Work with Support and Engineering to resolve escalations and keep customers informed.
• Share customer feedback with Product so customer needs shape the roadmap.
• Keep customer records and activity up to date in our CS tools.
• Follow team playbooks and suggest improvements based on what you see in the field.

Skills

Customer Success

Account Management

SaaS

Technical customers

Renewals

Cross-functional

Communication

Organization

Job description

NetBox Labs is seeking a Customer Success Manager to own a regional portfolio of mid-market and enterprise customers through onboarding to renewal. You will drive adoption, monitor health, and collaborate with Renewals, Sales, Support, and Onboarding to keep accounts on track.

You will develop success plans, nurture relationships with stakeholders, and identify expansion opportunities while feeding product feedback to influence the roadmap.