[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) # Senior Customer Success Manager – APAC 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[Australia](https://jobicy.com/job-region/australia.md)SalaryAUD 160k–180k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished2 Nov 2026Apply before2 Dec 2026Listing views37Application actions4Application 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 seeking a senior Customer Success Manager to own retention, expansion, and long-term value for strategic mid-market and enterprise customers. The role leads success planning, onboarding, adoption, churn-risk mitigation, and executive stakeholder engagement across a technical SaaS portfolio. It partners closely with Sales, Support, Onboarding, Product, and Engineering while contributing to scalable Customer Success processes and mentoring junior CSMs. Strong experience in enterprise SaaS, commercial renewals, technical value articulation, and customer lifecycle management is central to success in this remote Australia-based position. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior, commercially accountable role managing complex technical customers and executive relationships. Success requires independently balancing retention risk, expansion opportunities, cross-functional influence, and operational improvement. ## Salary analysis Estimated compensation compared with the broader AU market for similar roles. Estimated job median (per year)Highly competitiveA$170,000AU market range (per year)A$150k–A$190k0A$209.00k AI insightThe employer discloses an annual salary range of AUD 160,000–180,000, with a midpoint of AUD 170,000. Estimated Australian market compensation for a senior enterprise SaaS Customer Success Manager is AUD 150,000–190,000 per year; this is an AI estimate, 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)[Enterprise Account Management](https://jobicy.com/jobs?search_keywords=Enterprise%20Account%20Management.md)[Net Revenue Retention](https://jobicy.com/jobs?search_keywords=Net%20Revenue%20Retention.md)[Customer Lifecycle Management](https://jobicy.com/jobs?search_keywords=Customer%20Lifecycle%20Management.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Renewals Management](https://jobicy.com/jobs?search_keywords=Renewals%20Management.md)[Customer Expansion](https://jobicy.com/jobs?search_keywords=Customer%20Expansion.md)[Churn Mitigation](https://jobicy.com/jobs?search_keywords=Churn%20Mitigation.md)[Executive Stakeholder Management](https://jobicy.com/jobs?search_keywords=Executive%20Stakeholder%20Management.md)[Customer Health Analytics](https://jobicy.com/jobs?search_keywords=Customer%20Health%20Analytics.md)[Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20Collaboration.md)[Negotiation](https://jobicy.com/jobs?search_keywords=Negotiation.md)[Network Automation](https://jobicy.com/jobs?search_keywords=Network%20Automation.md)[Technical Value Selling](https://jobicy.com/jobs?search_keywords=Technical%20Value%20Selling.md) Sample interview questionsHow have you improved net revenue retention for a portfolio of enterprise SaaS customers?I segment accounts by health, adoption, renewal timing, and growth potential, then create success plans with measurable outcomes. I use regular executive reviews, risk-action plans, and value realization metrics to address adoption gaps early and identify expansion opportunities tied to customer objectives. How would you handle a strategic customer showing declining product adoption before a renewal? I would first validate the health signals through usage data and stakeholder conversations, then identify the underlying business or technical barriers. I would align an action plan with the customer, mobilize the appropriate internal teams, set clear milestones, and communicate progress regularly to restore value before the renewal decision. How do you translate a technical product into business value for executive stakeholders? I begin with the customer's strategic goals, operational costs, risks, and success metrics rather than product features. I connect technical capabilities to outcomes such as faster delivery, improved reliability, reduced manual effort, stronger governance, or lower operational risk, supported by relevant adoption and impact data. Describe your approach to coordinating Sales, Support, Product, and Engineering around a customer issue. I establish shared context, clarify the customer impact and urgency, assign owners, and maintain a single action plan with dates and communication expectations. I keep the customer informed through a consistent narrative while ensuring internal teams understand both the immediate resolution need and any broader product feedback. What would you include in a scalable Customer Success playbook for a growing SaaS organization? I would define customer segmentation, lifecycle stages, health indicators, engagement cadences, onboarding milestones, escalation paths, renewal processes, and templates for success plans and executive business reviews. The playbook should pair clear operating guidance with measurable KPIs so the team can continuously improve retention, adoption, and expansion outcomes. Opportunity details ## About this role. ### About the Role 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. ### What You’ll Do * 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 ### What Success Looks Like * 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 ### What We’re Looking For * 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 ### Nice to Have * 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 ### 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/158528-senior-customer-success-manager-apac.md) * ![Upload CV](data:image/svg+xml;base64,PHN2ZyB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciIHdpZHRoPSI2NSIgaGVpZ2h0PSI2NSIgZmlsbD0ibm9uZSIgeG1sbnM6dj0iaHR0cHM6Ly92ZWN0YS5pby9uYW5vIj48ZyBjbGlwLXBhdGg9InVybCgjQSkiPjxwYXRoIGQ9Ik0wIDBINjVWNjVIMFYwWiIgZmlsbD0iIzAyOWFlYiIvPjxnIGZpbGw9IiNmZmYiIHN0cm9rZT0iI2ZmZiIgc3Ryb2tlLXdpZHRoPSIyIj48cGF0aCBkPSJNMzMuMDQ5IDE1LjQ1NGExLjQzIDEuNDMgMCAwIDAtMi4wOTcgMGwtNy41NzkgOC4xNDdhMS4zOCAxLjM4IDAgMCAwIC4wOSAxLjk3MyAxLjQ0IDEuNDQgMCAwIDAgMi4wMDgtLjA4OGw1LjEwOS01LjQ5MnYyMC42MWExLjQxIDEuNDEgMCAwIDAgMS40MjEgMS4zOTdjLjc4NSAwIDEuNDIxLS42MjUgMS40MjEtMS4zOTd2LTIwLjYxbDUuMTA5IDUuNDkyYTEuNDQgMS40NCAwIDAgMCAyLjAwOC4wODggMS4zOCAxLjM4IDAgMCAwIC4wOS0xLjk3M2wtNy41NzktOC4xNDZ6TTE2Ljc2OSAzOC40YzAtLjc3My0uNjItMS40LTEuMzg1LTEuNFMxNCAzNy42MjcgMTQgMzguNHYuMTAybC4yMTUgNi4yMjljLjIyMyAxLjY4LjcwMSAzLjA5NSAxLjgxMyA0LjIxOHMyLjUxIDEuNjA3IDQuMTcyIDEuODMzYzEuNi4yMTggMy42MzYuMjE4IDYuMTYuMjE4aDExLjI4bDYuMTYtLjIxOGMxLjY2Mi0uMjI2IDMuMDYxLS43MDkgNC4xNzItMS44MzNzMS41ODktMi41MzggMS44MTMtNC4yMThDNTAgNDMuMTEzIDUwIDQxLjA1NSA1MCAzOC41MDNWMzguNGMwLS43NzMtLjYyLTEuNC0xLjM4NS0xLjRzLTEuMzg1LjYyNy0xLjM4NSAxLjRsLS4xOSA1Ljk1OGMtLjE4MiAxLjM3LS41MTUgMi4wOTUtMS4wMjYgMi42MTJzLTEuMjI4Ljg1My0yLjU4MyAxLjAzOGMtMS4zOTUuMTktMy4yNDMuMTkzLTUuODkzLjE5M0gyNi40NjJjLTIuNjUgMC00LjQ5OC0uMDAzLTUuODkzLS4xOTMtMS4zNTUtLjE4NC0yLjA3Mi0uNTIxLTIuNTgzLTEuMDM4cy0uODQ0LTEuMjQyLTEuMDI2LTIuNjEyYy0uMTg3LTEuNDEtLjE5MS0zLjI3OS0uMTkxLTUuOTU4eiIvPjwvZz48L2c+PGRlZnM+PGNsaXBQYXRoIGlkPSJBIj48cGF0aCBmaWxsPSIjZmZmIiBkPSJNMCAwaDY1djY1SDB6Ii8+PC9jbGlwUGF0aD48L2RlZnM+PC9zdmc+) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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