Manager, Customer Success - Americas

Net Box 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.

Lead and develop the team

• 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.

Set direction for how we run the book

• 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

Drive customer outcomes

• 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

Make the team better at the job

• 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 (Hub Spot 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 / Dev Ops tooling

• Exposure to Net Box

• Background with open-source or product-led companies where community and commercial motions overlap

• Familiarity with Hub Spot 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

Net Box 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.

Net Box Labs is the commercial steward of open source Net Box, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include Net Box Enterprise, a fully supported self-managed Net Box with advanced features, and Net Box Cloud, a secure, scalable, and reliable SaaS edition of Net Box.

Net Box powers thousands of companies, and Net Box Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj…