Remote Customer Success Manager - Team Lead (NA/LATAM)

netboxlabs; United States; Remote; USD 140,000 - 200,000; Full time

Job summary

netboxlabs is seeking a first-time Senior Customer Success Manager to lead a small, fast-growing CSM team across North America and LATAM. You will coach three CSMs, set standards, and build scalable playbooks that drive adoption, health, and expansion signals in a B2B SaaS environment.

You will partner with Renewals, Sales, Support, Solutions Engineering, and Product to align on value realization and customer outcomes while shaping a data-informed CS program for mid-market and enterprise

Qualifications

• 5+ years in Customer Success at a B2B SaaS company.
• 2+ years in managing or leading CSMs.
• Hands-on experience managing a book of mid-market and enterprise accounts.
• Comfort with a technical product and technical buyers; ability to engage with engineers.
• Experience building playbooks, cadences, and metrics from scratch at a growing company.
• Strong data judgment: using health, usage, and support signals to decide where the team spends time.
• Clear, direct written and verbal communication in a fully remote team.

Responsibilities

• Coach CSMs through weekly 1:1s and reviews.
• Run a regular call-review and feedback practice, including scoring onboarding kickoffs.
• Hire, onboard, and ramp new CSMs as the team grows.
• Define what great looks like for a CSM: cadences, success plans, QBRs/EBRs, and escalation paths; balance books across territories and segments.
• Own playbooks for strategic accounts and help shape a digital-led motion for smaller accounts.
• Hold the team accountable for adoption, usage against entitlement, and customer health; spot risk early and partner with Renewals so no renewal is a surprise.
• Partner with Sales on usage and product expansion, including CSM-sourced opportunities; step into key customer relationships and escalations when needed.
• Use CS dashboards and platforms to guide where the team focuses; bring the customer voice to Product through clear, prioritized feedback.

Skills

Team leadership

Customer success

Executive relationships

Data-driven

Remote communication

Tools

HubSpot

Pylon

Job description

netboxlabs is seeking a first-time Senior Customer Success Manager to lead a small, fast-growing CSM team across North America and LATAM. You will coach three CSMs, set standards, and build scalable playbooks that drive adoption, health, and expansion signals in a B2B SaaS environment.

You will partner with Renewals, Sales, Support, Solutions Engineering, and Product to align on value realization and customer outcomes while shaping a data-informed CS program for mid-market and enterprise