Senior Customer Success Manager - APAC

netboxlabs; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

NetBox Labs seeks a Senior Customer Success Manager to own a portfolio of mid-market and enterprise customers, driving measurable value from our SaaS platform and services. You will blend strategic account planning with hands-on execution, guide renewals and expansions, and collaborate with product, engineering, and sales to deliver a seamless customer experience.

The role emphasizes retention, cross-functional influence, and translating technical outcomes into business impact for executive

Qualifications

• At least five years in customer success, account management, or a related field.
• Proven success improving retention, expansion, and customer lifetime value in a SaaS or subscription business.
• Experience supporting complex technical customers and engaging enterprise stakeholders.
• Ability to explain technical capabilities in terms of business outcomes.
• Comfort owning renewal and expansion conversations, with strong communication, negotiation, and stakeholder management skills.
• Strategic judgment, practical execution skills, and experience working across teams in a growing organization.

Responsibilities

• Build success plans around customer goals and guide onboarding, adoption, and ongoing value realization.
• Manage renewal and expansion activity with sales and renewals partners, tying growth to customer outcomes.
• Maintain senior stakeholder relationships and act on customer needs, risks, and opportunities.
• Use account data and health signals to prioritize engagement and address churn risks early.
• Coordinate with onboarding, support, product, engineering, and sales to deliver a joined-up customer experience.
• Improve customer success practices and metrics, and mentor less experienced colleagues as needed.

Skills

Account management

Strategic planning

Stakeholder management

Renewals & expansion

Negotiation

Cross-functional collaboration

Job description

Role overview

Own the long-term success of a portfolio of mid-market and enterprise customers, helping them achieve measurable value from technical products and services. The role combines strategic advising with hands-on account planning, commercial responsibility for retention and expansion, and input into how the customer success function develops.

Responsibilities

• Build success plans around customer goals and guide onboarding, adoption, and ongoing value realization.
• Manage renewal and expansion activity with sales and renewals partners, tying growth to customer outcomes.
• Maintain senior stakeholder relationships and act on customer needs, risks, and opportunities.
• Use account data and health signals to prioritize engagement and address churn risks early.
• Coordinate with onboarding, support, product, engineering, and sales to deliver a joined-up customer experience.
• Improve customer success practices and metrics, and mentor less experienced colleagues as needed.

Requirements

• At least five years in customer success, account management, or a related field.
• Demonstrated success improving retention, expansion, and customer lifetime value in a SaaS or subscription business.
• Experience supporting complex technical customers and engaging enterprise stakeholders.
• Ability to explain technical capabilities in terms of business outcomes.
• Comfort owning renewal and expansion conversations, with strong communication, negotiation, and stakeholder management skills.
• Strategic judgment, practical execution skills, and experience working across teams in a growing organization.

Nice to have

• Experience with infrastructure, networking, DevOps, automation, open-source software, or developer-focused products.
• Background in a high-growth SaaS company or experience mentoring or leading customer success managers.