Senior Customer Success Manager - Boston

netbrain; United States; Remote; USD 110,000 - 135,000; Full time

Job summary

NetBrain in the Boston area is seeking a senior Customer Success/Account Manager who owns post‑sale relationships across a portfolio of enterprise customers. You’ll guide onboarding, drive product adoption, and steward renewal and expansion opportunities, using outcomes and usage data to support retention and growth.

This role travels within the territory up to 20% and requires eight+ years in enterprise B2B software, proven renewal management, proficiency with Salesforce, and the ability to

Qualifications

• Eight+ years in customer success or post-sale roles in enterprise software.
• Experience leading renewal cycles including negotiations and legal coordination.
• Proven ability to manage complex enterprise accounts with cross-functional stakeholders.

Responsibilities

• Serve as the main post-sale contact and build relationships with technical teams and executive stakeholders.
• Set customer-specific success measures, monitor product adoption, and address signs of low usage.
• Lead regular account check-ins and business reviews that connect adoption and product value to customer goals.
• Manage renewals end to end, from long-range planning and health reviews through proposals, negotiation, legal coordination, and close.
• Maintain renewal forecasts and account health records, and promptly elevate accounts at risk with a recovery plan.
• Identify expansion opportunities and work with sales partners on proposals and evaluations.
• Share customer feedback with product teams, communicate roadmap updates, and support customer references when appropriate.

Skills

Post-sale Relationship Management

Enterprise Account Management

Renewals & Expansion

Salesforce

Product Adoption Analysis

Executive Stakeholders Communication

Tools

Salesforce

Job description

Role overview

Own post-sale relationships across a portfolio of enterprise customers, guiding each account from onboarding and product adoption through renewal and potential expansion. The role combines strategic account partnership with hands‑on renewal ownership, using customer outcomes and product usage to support retention and growth. It is based in the Boston area and may involve travel within the territory.

Responsibilities

• Serve as the main post-sale contact and build relationships with technical teams and executive stakeholders.
• Set customer‑specific success measures, monitor product adoption, and address signs of low usage.
• Lead regular account check‑ins and business reviews that connect adoption and product value to customer goals.
• Manage renewals end to end, from long‑range planning and health reviews through proposals, negotiation, legal coordination, and close.
• Maintain renewal forecasts and account health records, and promptly elevate accounts at risk with a recovery plan.
• Identify expansion opportunities and work with sales partners on proposals and evaluations.
• Share customer feedback with product teams, communicate roadmap updates, and support customer references when appropriate.

Requirements

• At least eight years of experience in customer success, account management, or a related post‑sale role in enterprise B2B software.
• Demonstrated responsibility for renewal cycles, including negotiations, legal coordination, and recurring revenue outcomes.
• Experience managing complex enterprise accounts and building relationships across technical and business groups.
• Confidence presenting account reviews to VP‑ and C‑level audiences.
• Proficiency with Salesforce for pipeline management, activity records, and forecasting.
• Ability to interpret product adoption data and explain its relevance to customer goals.
• Strong communication, organization, and follow‑through.

Nice to have

• Background in network management, IT operations, infrastructure software, observability, or network automation.
• Familiarity with Gainsight or a similar customer success platform.
• Experience coordinating contract terms with legal and finance teams; a record of strong retention and expansion results.
• Willingness to travel up to 20% within the territory.

Benefits and work setup

The listing gives an estimated on‑target earnings range of $110,000–$135,000 and mentions medical, dental, and 401(k) benefits. The role is associated with the Boston area; travel may be required.