Remote opportunity at
NetBox LabsManager, Customer Success - Americas
NetBox Labs is currently seeking an experienced professional to fill a remote Manager, Customer Success - Americas position. In this full-time role paying USD 135,000 to…
Career Tools
About This Role
NetBox Labs is currently seeking an experienced professional to fill a remote Manager, Customer Success - Americas position. In this full-time role paying USD 135,000 to 140,000 per year, the selected candidate will lead, coach, and expand the Customer Success Management team. The initial team consists of three CSMs covering North America and Latin America, focusing on value realization, customer health, adoption, and expansion signals while renewals and retention are…
Job Description
NetBox Labs is currently seeking an experienced professional to fill a remote Manager, Customer Success - Americas position. In this full-time role paying USD 135,000 to 140,000 per year, the selected candidate will lead, coach, and expand the Customer Success Management team. The initial team consists of three CSMs covering North America and Latin America, focusing on value realization, customer health, adoption, and expansion signals while renewals and retention are managed separately. This position begins as a player-coach role before evolving to emphasize practice and personnel development.
The ideal candidate is a strategic leader capable of setting operational direction, building standard methodologies, and collaborating with cross-functional departments including Sales, Product, Support, and Solutions Engineering. NetBox Labs serves as the commercial steward of open-source NetBox and Orb, providing enterprise and cloud editions to help organizations accelerate network automation and manage complex infrastructure. The company maintains an inclusive culture and values open collaboration, simplicity, and clear communication.
Responsibilities
- Manage and coach Customer Success Managers through weekly one-on-one sessions, account reviews, and call shadowing
- Design individual growth plans to help each team member advance in their career
- Conduct call reviews and score onboarding kickoffs against established team rubrics
- Hire, onboard, and ramp new team members as the department expands
- Define operating standards including success plans, engagement cadences, quarterly business reviews, and escalation paths
- Balance workloads across segments and territories to ensure manageable books of business
- Hold the team accountable for adoption rates, product usage against entitlements, and overall account health
- Identify early risk indicators and collaborate with the Renewals team to prevent unexpected churn
- Partner with Sales to drive expansion opportunities and product adoption
- Engage directly in key customer relationships and critical escalations
- Gather and prioritize customer feedback to share with the Product team
- Maintain clean account data and optimize the use of HubSpot and Pylon platforms
Requirements
- 5 or more years of Customer Success experience within a B2B SaaS organization
- 2 or more years of formal management or leadership experience overseeing Customer Success Managers
- Demonstrated history of coaching and promoting team members into larger roles
- Hands-on background managing mid-market and enterprise accounts involving executive-level interactions
- Familiarity with technical products and technical buyers such as network and infrastructure engineers
- Experience developing operational playbooks, metrics, and cadences from scratch at an expanding enterprise
- Strong analytical judgment for utilizing health, usage, and support data to guide team focus
- Clear and direct written and verbal communication skills suited for a fully remote working environment
- Residency in the Americas with the ability to work across North American time zones
Qualifications
- Background in SaaS companies specializing in infrastructure, DevOps tooling, or network automation
- Exposure to NetBox products
- Experience working with open-source or product-led companies blending community and commercial motions
- Familiarity with HubSpot and Pylon or comparable CRM, support, and customer success platforms
- Experience supporting Latin American customers, with Spanish or Portuguese language skills considered a plus
- Background in designing digital-led or scaled customer success programs alongside high-touch coverage
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the source posting explicitly states that this is a fully remote role based in the Americas.
What is the salary for this role?
The compensation ranges from USD 135,000 to 140,000 per year.
What is the employment type?
This is a full-time employment opportunity.
What experience is required for applicants?
Candidates must have at least five years of Customer Success experience in a B2B SaaS company, including a minimum of two years managing or formally leading CSMs.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.