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Manager, Customer Success - Americas

NetBox Labs· Customer Success
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Remote$135k - $140kFull-timePosted 2w ago

About the role

Lead, coach, and grow the Americas-based Customer Success Managers (CSMs) to drive adoption, value realization, customer health, and expansion signals, while partnering with Renewals, Sales, Support, Solutions Engineering and Product.

Responsibilities

  • 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
  • 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

Qualifications

  • 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

Skills

Required:Team leadership and coachingAccount managementPlaybook development

Benefits

  • Remote, US $135K – $140K • Offers Equity • Offers Bonus
Last updated Oct 7, 2026. Interested? Apply on the company site.

About NetBox Labs

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