[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 AI Summary NetBox Labs is seeking a senior Customer Success Manager to own retention, expansion, and long-term value for a strategic portfolio of mid-market and enterprise SaaS customers. The role centers on customer success planning, onboarding and adoption, churn-risk mitigation, renewals, and executive stakeholder relationships. This person will work closely with Sales, Support, Onboarding, Product, and Engineering while helping mature customer-success processes and playbooks. Candidates need substantial SaaS customer-success experience, commercial accountability, and the ability to translate technical networking or infrastructure capabilities into business outcomes.[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)SalaryUSD 135k–150k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished7 Nov 2026Apply before7 Dec 2026Listing views28Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### About the Role As a Senior Customer Success Manager at [NetBox Labs](https://jobicy.com/company/netbox-labs.md), 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/159644-senior-customer-success-manager-22.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. This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## 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 insightThe role combines strategic account ownership with direct responsibility for retention, renewal, expansion, and proactive churn management. It requires influencing senior customer leaders and internal product teams in a technically oriented SaaS environment. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$142,500US market range (per year)$125k–$165k0$181.50k AI insightThe employer discloses a yearly base-pay range of $135,000–$150,000 USD, with a midpoint of $142,500. For a senior Customer Success Manager serving enterprise technical SaaS customers in the US market, the estimated yearly market range is $125,000–$165,000 USD; variable compensation may be separate and is not included. ## 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 Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Renewal Management](https://jobicy.com/jobs?search_keywords=Renewal%20Management.md)[Expansion Strategy](https://jobicy.com/jobs?search_keywords=Expansion%20Strategy.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)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Customer Onboarding](https://jobicy.com/jobs?search_keywords=Customer%20Onboarding.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)[DevOps](https://jobicy.com/jobs?search_keywords=DevOps.md) Sample interview questionsHow have you improved net revenue retention across a portfolio of enterprise customers?I segment the portfolio by renewal date, health, growth potential, and risk indicators, then create success plans with measurable customer outcomes. I review adoption and executive engagement regularly, intervene early on risks, and partner with Sales on value-based expansion opportunities rather than transactional upsells. Describe a time you translated a technical product capability into business value for an executive stakeholder. I first clarified the stakeholder’s operational and financial objectives, then connected the product’s technical features to metrics such as reduced manual effort, faster delivery, improved reliability, or lower risk. I used a concise outcome-focused narrative and agreed on success measures that could be reviewed during executive business reviews. What signals do you use to identify churn risk? I look for declining usage or adoption, reduced executive engagement, unresolved support issues, missed milestones, changes in business priorities, and weak sentiment from key users. I validate the signals directly with the customer and build a documented recovery plan with owners, deadlines, and success criteria. How would you coordinate a difficult renewal involving Product, Support, and Sales? I would establish a shared account plan that identifies the customer’s concerns, commercial timeline, product gaps, and accountable owners. I would keep communication transparent, provide the customer with a clear action plan, and ensure internal teams focus on the highest-impact commitments without making unsupported promises. How do you balance strategic account planning with daily customer requests? I use customer health, renewal timing, revenue impact, and urgency to prioritize work. I reserve time for proactive strategic activities such as success planning and executive outreach, while using clear escalation paths and cross-functional coordination to address urgent operational issues efficiently. Next step ## Apply now. 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