[All remote jobs](https://jobicy.com/jobs.md)[![NetBox Labs logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/df239a55-221.png)](https://jobicy.com/company/netbox-labs.md)[NetBox Labs](https://jobicy.com/company/netbox-labs.md) # Manager, Customer Success – Americas Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/netbox-labs.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md), [Canada](https://jobicy.com/job-region/canada.md), [LATAM](https://jobicy.com/job-region/latam.md)SalaryUSD 135k–140k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceSeniorPublished14 Oct 2026Apply before13 Nov 2026Listing views35Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. NetBox Labs is hiring a player-coach Customer Success Manager to lead and develop an Americas team of Customer Success Managers. The role owns CSM coaching, hiring, account-book strategy, scalable playbooks, customer adoption, health, and expansion signals rather than renewals. It requires substantial B2B SaaS customer success leadership experience and comfort partnering with technical network and infrastructure stakeholders. The manager will work cross-functionally with Renewals, Sales, Support, Solutions Engineering, and Product in a fully remote US-based role. Success includes building a ramped team, improving adoption and health, and generating a dependable CSM-sourced expansion pipeline. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a high-impact first management hire for the Americas CS organization, combining direct people leadership with the creation of operating playbooks and metrics from scratch. The manager must also navigate technical enterprise customer relationships, escalations, and cross-functional expansion work in a fast-growing environment. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$137,500US market range (per year)$125k–$165k0$181.50k AI insightThe employer discloses a yearly base compensation range of $135,000–$140,000 USD, with a midpoint of $137,500. This is a credible annual range for a US-based Customer Success Manager leading a small B2B SaaS team. Estimated US market compensation for comparable roles is approximately $125,000–$165,000 per year; this estimate is AI-generated and not verified salary research. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[People Leadership](https://jobicy.com/jobs?search_keywords=People%20Leadership.md)[CSM Coaching](https://jobicy.com/jobs?search_keywords=CSM%20Coaching.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[Customer Adoption](https://jobicy.com/jobs?search_keywords=Customer%20Adoption.md)[Customer Health](https://jobicy.com/jobs?search_keywords=Customer%20Health.md)[Executive Stakeholder Management](https://jobicy.com/jobs?search_keywords=Executive%20Stakeholder%20Management.md)[Account Management](https://jobicy.com/jobs?search_keywords=Account%20Management.md)[Customer Success Playbooks](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Playbooks.md)[QBRs](https://jobicy.com/jobs?search_keywords=QBRs.md)[Expansion Strategy](https://jobicy.com/jobs?search_keywords=Expansion%20Strategy.md)[HubSpot](https://jobicy.com/jobs?search_keywords=HubSpot.md)[Pylon](https://jobicy.com/jobs?search_keywords=Pylon.md)[Network Automation](https://jobicy.com/jobs?search_keywords=Network%20Automation.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md) Sample interview questionsHow have you coached Customer Success Managers to improve performance and advance in their careers?I establish clear role expectations, use recurring one-to-ones and account reviews to identify development needs, and create measurable growth plans for each CSM. I combine observation of customer calls with practical feedback, targeted skill practice, and opportunities to take on larger or more complex accounts. How would you define and operationalize customer health for a technical SaaS customer base? I would combine product usage and entitlement data with support trends, implementation progress, stakeholder engagement, sentiment, and business-outcome milestones. The resulting health model should identify both risk and expansion signals, trigger clear CSM actions, and be regularly calibrated against renewal and growth outcomes. What would your first 90 days look like when leading this Americas CSM team? I would first learn the customer segments, team capabilities, existing workflows, and health data while building trust through one-to-ones and account reviews. I would then prioritize a consistent CSM operating cadence, account coverage model, escalation process, and initial playbook improvements, with clear metrics for adoption, health, and expansion contribution. Describe how you partner with Sales without compromising the customer-first responsibilities of Customer Success. I align with Sales on shared definitions of customer value, qualification criteria for expansion opportunities, and a transparent handoff process. CSMs should surface opportunities only when usage, outcomes, and customer intent support them, allowing Sales to pursue growth while CS remains a trusted strategic advisor. How do you lead effective executive conversations with customers using technical infrastructure products? I prepare by understanding the customer's strategic objectives, deployment context, adoption data, and open risks, while involving technical specialists when needed. In the conversation, I connect product capabilities and operational usage to business outcomes, clarify decisions and owners, and document a concrete success plan with follow-up actions. Opportunity details ## About this role. ### About the role NetBox Labs is growing fast, and our Customer Success team is growing with us. We’re hiring our first Manager, Customer Success for the Americas to lead, coach, and grow our CSM team. You’ll start with three CSMs covering North America and LATAM, and help drive the plan for and execution of growth. This starts as a player-coach leadership role, growing with the team to focus on people and practice. You’ll set the direction for how our CSMs run their books, turn good CSMs into great ones, and build the playbooks that let the team scale. Renewals and retention are owned by our Renewals team; your focus is adoption, value realization, customer health, and expansion signals. You’ll report to the Head of Customer Success & Support and partner closely with Renewals, Sales, Support, Solutions Engineering and Product. ### What you’ll own Lead and develop the team * Manage and coach the CSMs through weekly 1:1s, account reviews, and call shadowing * Build individual growth plans that help each CSM grow into the next level of the role * Run a regular call-review and feedback practice, including scoring onboarding kickoffs against our CSM rubric * Hire, onboard, and ramp new CSMs as the team grows. Set direction for how we run the book * Define what great looks like for a CSM: cadences, success plans, QBRs/EBRs, and escalation paths * Balance books across territories and segments so each CSM has a workload they can win with * Own the CSM playbooks for strategic accounts and help shape our digital-led motion for smaller accounts Drive customer outcomes * Hold the team accountable for adoption, usage against entitlement, and customer health across the book * Spot risk early and work with Renewals so no renewal is a surprise * Partner with Sales on usage and product expansion, including CSM-sourced opportunities * Step into key customer relationships and escalations when it matters Make the team better at the job * Use our CS dashboards and platforms to guide where the team spends its time * Bring the customer voice to Product through clear, prioritized feedback * Improve how the team uses key platforms (HubSpot and Pylon) and ensure we keep account data clean ### What success looks like In your first year, you will: * Build a fully ramped Americas CSM team * Give every CSM a growth plan they own and see them grow against it * Ship the CSM playbook and make it how the team works day to day * Improve adoption and customer health across the book * Turn CSMs into a steady source of expansion pipeline with Sales * Develop at least one CSM into a bigger book or a senior role ### Who you are * 5+ years in Customer Success at a B2B SaaS company, with 2+ years managing or formally leading CSMs * A track record of coaching CSMs to grow, with examples of people you’ve promoted or developed into bigger roles * Hands-on experience running a book of mid-market and enterprise accounts, including exec-level relationships * Comfort with a technical product and technical buyers; you can hold your own with network and infrastructure engineers * Experience building playbooks, cadences, and metrics from scratch at a growing company * Strong judgment with data: you use health, usage, and support signals to decide where the team spends time * Clear, direct written and verbal communication in a fully remote team * Based in the Americas, able to work across North American time zones * Experience with SaaS companies focused on network automation, or infrastructure / DevOps tooling ### Nice to have * Exposure to NetBox * Background with open-source or product-led companies where community and commercial motions overlap * Familiarity with HubSpot and Pylon (or similar CRM, CS, and support platforms) * Experience supporting LATAM customers; Spanish or Portuguese a plus * Experience designing digital-led or scaled CS programs alongside high-touch coverage ### About NetBox Labs: 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. ### Our culture and values: * 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. Show more [Apply now >](https://jobicy.com/jobs/155318-manager-customer-success-americas.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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