NetBox Labs Offices

Manage a regional portfolio of mid-market and enterprise customers from onboarding through renewal. Drive product adoption, customer value, retention, and expansion by developing success plans, monitoring customer health, conducting reviews, supporting renewals, identifying expansion opportunities, resolving escalations, and sharing feedback with Product. Collaborate cross-functionally with Sales, Support, Engineering, Renewals, and Onboarding while maintaining accurate customer records and improving customer success playbooks.

Own the long-term success, retention, and expansion of a strategic APAC customer portfolio. Develop success plans, drive onboarding and adoption, manage churn risks, support renewals, and build executive relationships. Partner cross-functionally with Sales, Support, Onboarding, Product, and Engineering to deliver customer outcomes. Use customer health data to guide decisions, improve Customer Success processes, and mentor junior managers.

Owns the long-term success, retention, and expansion of mid-market and enterprise customers. The role develops success plans, drives onboarding and adoption, manages churn risk, builds executive relationships, supports renewals, and partners cross-functionally with Sales, Support, Product, and Engineering. The Senior Customer Success Manager also uses customer data to guide decisions, influences product priorities, contributes to success processes, and mentors junior CSMs.