Manager, Customer Success - Americas

1 нед. назад

135k–140k USD / годСШАLeadRemote

Lead and coach the Customer Success team for the Americas to drive adoption, value realization, and team growth.

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 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.
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
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

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

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

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.
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
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