What We NeedNetBrain is looking for a Customer Success Manager (CSM) located in the Boston, MA area to own the full lifecycle of our customer relationships - from onboarding through adoption, expansion, and renewal.
At NetBrain, CSMs are strategic partners to our customers - operators of complex enterprise networks spanning thousands of devices. You'll help them unlock the full value of NetBrain's Agentic NetOps platform: no-code automation, real-time digital twin visibility, and AI-assisted network diagnosis. You'll do this by building deep relationships, driving measurable outcomes, and ensuring every customer renews and grows.
What You'll Do- This is a full-ownership role. You are the primary post-sale contact for a portfolio of enterprise accounts.
- You own every renewal in your portfolio - from 12-month strategic planning through executed contract signature. GRR 60; 90% and NRR 60; 105% are your metrics. You run the process; Sales supports you.
Relationship Management- Build and own multi-threaded stakeholder maps across IT Operations, Network Engineering, and executive leadership.
- Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts.
- Serve as the primary escalation point for your customers and the voice of the customer internally.
Adoption & Value Realization - Define customer-specific success metrics at contract start and track them throughout the lifecycle.
- Monitor product health via adoption dashboards; address low-utilization signals proactively.
- Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes.
Renewal Ownership (Full Cycle) - Open and manage renewal opportunities in Salesforce 12 months before contract end.
- Lead the end-to-end renewal timeline: health assessment (9mo), executive alignment (6mo), proposal (4mo), negotiation and legal coordination (2mo), close (30 days out).
- Maintain renewal forecast accuracy within B15% of final ARR vs. 60-day projection.
- Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan.
Expansion & Growth - Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases.
- Maintain an expansion pipeline at 60; 3D7 quarterly quota coverage in Salesforce.
- Partner with the Account Executive on joint proposals and POC planning for new module evaluations.
Internal Advocacy - Submit customer feature requests through Product feedback channels and relay roadmap updates during QBRs.
- Nominate satisfied customers for case studies, references, and advisory board participation.
- Log all customer activity in Salesforce within 24 hours; maintain renewal health scorecard at each milestone.
What You Bring- 5+ years in Customer Success, Account Management, or a related post-sale role in B2B enterprise software.
- Demonstrated ownership of renewal cycles - including negotiation, legal coordination, and ARR accountability.
- Experience managing a portfolio of complex enterprise accounts.
- Strong executive presence - comfortable presenting QBRs and EBRs to VP/C-level stakeholders.
- Proficiency with Salesforce CRM for pipeline management, activity logging, and forecasting.
- Ability to interpret product usage and adoption data and translate it into customer-facing narratives.
- Excellent written and verbal communication skills; strong follow-through and organizational habits.
Preferred - Experience in network management, IT operations, or infrastructure software (network automation, observability, or adjacent categories).
- Familiarity with Gainsight or a comparable CS platform.
- Experience coordinating with Legal and Finance on contract negotiations and renewal terms.
- Background in building multi-threaded relationships across technical and business stakeholders simultaneously.
- Track record of GRR 60; 90% and NRR 60; 105% over multiple fiscal years.
- Willingness to travel up to XX% within your territory as required.
- Manual Dexterity: Repetitive motion of wrists, hands and fingers for using a computer.
- Stationary Tasks: Sitting for extended periods, remaining in a stationary position.
What We OfferOur comprehensive compensation package is vital in how we recognize our people for the impact they make on us reaching our goals as a company.
For this role, the estimated OTE is $110,000 -$135,000. The actual salary may vary based on a range of factors, including market and individual qualifications objectively assessed during the interview process.
The range listed above is a guideline and may be modified. People Experience offers a comprehensive benefits package in addition to cash compensation that includes but is not limited to 401k and medical/dental coverage. Speak with your Recruiter for more details on our Total Rewards philosophy.
