Senior Customer Success Leader: Enterprise Growth & Retention

Jobicy; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

NetBox Labs seeks a Senior Customer Success Manager to own the long-term success and growth of a strategic portfolio of customers, ensuring sustained value from NetBox Labs’ products and services.

You will act as a trusted advisor, driving onboarding, adoption, renewals, and expansion, and collaborating with Onboarding, Support, and Sales to deliver a cohesive customer experience while helping shape CS strategy as the organization scales.

Qualifications

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

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 with senior customer stakeholders.
• Partner with renewals and sales to drive renewal and expansion conversations.
• Identify and mitigate churn risk through proactive engagement and action plans.
• Use customer data and health signals to prioritize efforts.
• Advocate for customer needs internally, influencing Product and Engineering priorities.
• Coordinate across Onboarding, Support, and Sales for a cohesive customer experience.
• Contribute to CS playbooks, metrics and operating models.
• Mentor and support junior Customer Success Managers as needed.

Skills

Customer Success

Account Management

SaaS Experience

Stakeholder Management

Strategic Thinking

Cross-functional

Negotiation

Job description

NetBox Labs seeks a Senior Customer Success Manager to own the long-term success and growth of a strategic portfolio of customers, ensuring sustained value from NetBox Labs’ products and services.

You will act as a trusted advisor, driving onboarding, adoption, renewals, and expansion, and collaborating with Onboarding, Support, and Sales to deliver a cohesive customer experience while helping shape CS strategy as the organization scales.