<h3><strong>About the Role</strong></h3> <p>As a <strong>Senior Customer Success Manager</strong> at <a href="https://jobicy.com/company/netbox-labs" target="_blank" rel="noopener">NetBox Labs</a>, 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 <strong>net revenue retention (NRR)</strong> and <strong>customer lifetime value (CLV)</strong>.</p> <p>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.</p> <h3><strong>What You’ll Do</strong></h3> <ul> <li> <p>Own <strong>NRR and CLV</strong> for a portfolio of mid-market and enterprise customers</p> </li> <li> <p>Develop and execute customer success plans aligned to customer goals and outcomes</p> </li> <li> <p>Drive onboarding, adoption, and ongoing value realization across the customer lifecycle</p> </li> <li> <p>Build executive-level relationships and engage regularly with senior customer stakeholders</p> </li> <li> <p>Partner with the renewals teams and sales to drive renewal and expansion conversations.</p> </li> <li> <p>Identify and mitigate churn risk through proactive engagement and clear action plans</p> </li> <li> <p>Use customer data and health signals to prioritize efforts and guide decision-making</p> </li> <li> <p>Advocate for customer needs internally, influencing Product and Engineering priorities</p> </li> <li> <p>Coordinate across Onboarding, Support, and Sales to deliver a cohesive customer experience</p> </li> <li> <p>Contribute to the development of Customer Success playbooks, metrics, and operating models</p> </li> <li> <p>Mentor and support more junior Customer Success Managers as needed</p> </li> </ul> <h3><strong>What Success Looks Like</strong></h3> <ul> <li> <p>Strong and predictable <strong>net revenue retention</strong></p> </li> <li> <p>Customers achieving clearly defined, measurable outcomes with NetBox Labs</p> </li> <li> <p>Low churn and well-managed renewal cycles with minimal surprises</p> </li> <li> <p>Expansion driven by customer adoption and value, not transactional upselling</p> </li> <li> <p>Trusted advisor status with key customer stakeholders</p> </li> <li> <p>Improved Customer Success processes and maturity across the organization</p> </li> </ul> <h3><strong>What We’re Looking For</strong></h3> <ul> <li> <p>5+ years of experience in Customer Success, Account Management, or a related role</p> </li> <li> <p>Proven track record of driving retention, expansion, and long-term customer value in a SaaS or subscription business</p> </li> <li> <p>Experience managing complex, techni