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

Senior Customer Success Manager

Responsibilities

Qualification

Required

Preferred

Company

Netbox Labs

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