Manager, Customer Success - Americas
New
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NetBox LabsNetwork automation
US, CST Remote, able to work across North American time zonesFull-TimeManager
Salary$135K - $140K; $135K – $140K • Offers Equity • Offers Bonus; Remote, US $135K – $140K • Offers Equity • Offers Bonus
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Job Details
- Experience
- 5+ years in Customer Success at a B2B SaaS company, with 2+ years managing or formally leading CSMs
- Required Skills
- Customer SuccessHubSpot
Requirements
- Have 5+ years of Customer Success experience at a B2B SaaS company.
- Have 2+ years managing or formally leading CSMs.
- Have a track record of coaching CSMs, with examples of people promoted or developed into bigger roles.
- Bring hands-on experience managing mid-market and enterprise accounts, including executive-level relationships.
- Be comfortable with a technical product and technical buyers, including network and infrastructure engineers.
- Have experience building playbooks, cadences, and metrics from scratch at a growing company.
- Use health, usage, and support signals to prioritize team effort.
- Have clear, direct written and verbal communication in a fully remote team.
- Be based in the Americas and able to work across North American time zones.
- Experience with SaaS companies focused on network automation or infrastructure/DevOps tooling is preferred.
- Exposure to NetBox is a plus.
- Familiarity with HubSpot and Pylon, or similar CRM, CS, and support platforms, is a plus.
- Experience supporting LATAM customers, Spanish or Portuguese, and designing digital-led or scaled CS programs are pluses.
Responsibilities
- Manage and coach CSMs through weekly 1:1s, account reviews, and call shadowing.
- Create individual growth plans and run call reviews, including scoring onboarding kickoffs against the CSM rubric.
- Hire, onboard, and ramp new CSMs as the team grows.
- Define CSM cadences, success plans, QBRs/EBRs, and escalation paths.
- Balance books across territories and segments, and own playbooks for strategic accounts.
- Shape the digital-led motion for smaller accounts.
- Hold the team accountable for adoption, usage against entitlement, and customer health.
- Identify customer risks and partner with Renewals; work with Sales on usage and product expansion.
- Step into key customer relationships and escalations when needed.
- Use CS dashboards and platforms to guide team priorities, bring prioritized customer feedback to Product, and improve use of HubSpot and Pylon.
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