Manager, Customer Success - Americas

About the role

NetBox 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.

What you'll own

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 (HubSpot and Pylon) and ensure we keep account data clean

What success looks like

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

Who you are

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

Nice to have

Exposure to NetBox

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

Familiarity with HubSpot and Pylon (or sim