Senior CSM — Remote Strategy & NRR Growth Lead

NetBox Labs, Inc.; United States; Remote; USD 110,000 - 145,000; 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 in a fully remote role.

You will ensure customers realize sustained value from NetBox Labs' products, driving strong net revenue retention and customer lifetime value. You will act as a trusted advisor, align NetBox Labs to clients' objectives, identify risks and growth opportunities, and help shape CS strategy, processes, and best practices as the

Qualifications

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

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.

Skills

Stakeholder management

Commercial acumen

Cross-functional influence

Network automation

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 in a fully remote role.

You will ensure customers realize sustained value from NetBox Labs' products, driving strong net revenue retention and customer lifetime value. You will act as a trusted advisor, align NetBox Labs to clients' objectives, identify risks and growth opportunities, and help shape CS strategy, processes, and best practices as the