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Town of Goshen, New York, United States
Onsite
As a Senior Customer Success Manager at NetBox Labs, you will own the long-term success and growth of a strategic portfolio of customers. Your primary responsibility is to ensure customers realize sustained value from NetBox Labs’ products and services, resulting in strong net revenue retention (NRR) and customer lifetime value (CLV).
This role goes beyond day-to-day account management. You will operate as a trusted advisor, helping customers align NetBox Labs to their business and technical objectives, while proactively identifying risks and growth opportunities. You will also play a key role in shaping Customer Success strategy, processes, and best practices as the organization continues to scale.
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
Strong and predictable net revenue retention
Customers achieving clearly defined, measurable outcomes with NetBox Labs
Low churn and well-managed renewal cycles with minimal surprises
Expansion driven by customer adoption and value, not transactional upselling
Trusted advisor status with key customer stakeholders
Improved Customer Success processes and maturity across the organization
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
Strong communication, negotiation, and stakeholder management skills
Experience working cross-functionally in a growing organization
Background in infrastructure, networking, DevOps, or automation
Experience in a high-growth or scaling SaaS company
Experience with open-source software or developer-focused platforms
Prior experience mentoring or leading other CSMs
NetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open, composable products and supporting the network automation community.
NetBox Labs is the commercial steward of open source NetBox, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox.
NetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital.
We own and solve problems with high attention to detail.
Our open source contributors, users, customers & team are all part of our community. When our community wins, we win.
We prioritize simplicity and think twice before adding complexity
Clear communication helps keep our team aligned and collaborating smoothly.
NetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.
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