Founded in 2004, NetBrain is the leader in no-code network automation. Its ground-breaking Next-Gen platform provides IT operations teams with the ability to scale their hybrid multi-cloud connected networks by automating the processes associated with Diagnostic Troubleshooting, Outage Prevention and Protected Change Management. Today, over 2,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform.
NetBrain is looking for a Customer Success Engineer (CSE) based in India to own the full lifecycle of our customer relationships, from onboarding through adoption, expansion, and renewal. At NetBrain, CSEs 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. You'll do this by building deep relationships, driving measurable outcomes, and ensuring every customer renews and grows, backed by your own hands-on networking and technical background, so you can speak credibly to both the business outcome and the technical reality of the customer's network.
What You'll Do
- This is a full-ownership role. You are the primary post-sale contact for a portfolio of enterprise accounts.
- Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts, presenting technical use cases and adoption progress alongside business outcomes.
- Serve as the primary escalation point for your customers and the voice of the customer internally, including first-line technical triage before looping in Support or R&D.
- You own every renewal in your portfolio, from 12-month strategic planning through executed contract signature.
- GRR ≥ 90% and NRR ≥ 105% are your metrics. You run the process; Sales supports you.
- 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, using your own technical background to diagnose the root cause, not just flag the number.
- Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes.
- Open and manage renewal opportunities in Salesforce 12 months before contract end.
- Lead the end-to-end renewal timeline: health assessment (9month), executive alignment (6month), proposal (4month), negotiation and legal coordination (2month), close (30 days out).
- Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan.
- Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases, often surfaced through your own hands-on technical work inside the customer's network.
Who You Are
- 5+ years in a technical, customer-facing role within enterprise networking or infrastructure software e.g., Technical Account Manager, Network/Support Engineer (L2/L3), Solutions/Sales Engineer, NOC Engineer, or Post-Sales/Delivery Engineer. A generalist Customer Success or Account Management background without hands-on technical depth is not a fit for this role.
- Strong, hands-on understanding of enterprise networking, routing/switching fundamentals, troubleshooting methodology, and network diagnostics, gained through real operational or customer-facing experience (ISP, Cloud provider, MSP, or a complex enterprise network environment).
- Demonstrated ownership of renewal cycles, including negotiation and ARR accountability, or a clear, credible path to it from an adjacent technical account-ownership role.
- Experience managing a portfolio of complex enterprise accounts.
- Strong executive presence, comfortable presenting QBRs and EBRs to VP/C-level stakeholders, and equally comfortable going deep with network engineers on the technical detail.
- Working experience with Salesforce CRM, Gainsight or any other customer success platform for pipeline management, activity logging, and forecasting.
- Ability to interpret product usage and adoption data, and the underlying technical/network signals behind it, and translate both into customer-facing narratives.
- Excellent written and verbal communication skills; strong follow-through and organisational habits.
Preferred
- Familiarity with Gainsight or a comparable Customer Success platform.
- Background in building multi-threaded relationships across technical and business stakeholders simultaneously.
- Track record of GRR ≥ 90% and NRR ≥ 105% over multiple fiscal years.
- Exposure to SaaS environments or to automation-driven/observability platforms.
- Willingness to travel within your territory as required.
Nice to Have
- Networking certifications (CCNA, CCNP, JNCIA, or equivalent) — a plus.
- Experience with CRM or Customer Success platforms such as Salesforce, Gainsight, or HubSpot.
- Exposure to SaaS, automation-driven, or observability platforms.
NetBrain invites all interested and qualified candidates to apply for employment opportunities.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.
If you have a disability that prevents or limits your ability to use or access the site, or if you require any other accommodation in the application process due to a disability, you may request a reasonable accommodation. To make a request, please contact our People Team at: [email protected] and we will be happy to assist you.
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Skills Required
- 5-6 years of overall professional experience
- At least 2 years in a customer-facing role such as Customer Success, Support, NOC, or Delivery
- Commercial experience owning adoption, renewals, onboarding, or a portfolio of business
- Strong communication and executive presence, including presenting to technical stakeholders and C-level executives
- Ability to understand technical product aspects, explain them to customers, and run product demonstrations when needed
- Experience identifying expansion opportunities and fluency with ARR, GRR, NRR, and product adoption metrics
- Bachelor's degree in Computer Science, Engineering, Business, or equivalent experience
- Customer success experience with a technically complex product such as infrastructure or network security
- Working understanding of enterprise networking concepts including routing, switching, BGP, OSPF, and VLANs
- Exposure to network or infrastructure vendors such as SolarWinds, Check Point, Fortinet, Juniper, or Cisco
- Experience with enterprise or Global 2000 customers
- Networking certification such as CCNA, CCNP, JNCIA, or equivalent
- Experience with Salesforce, Gainsight, or HubSpot
- Exposure to SaaS, automation-driven, or observability platforms
What We Do
Founded in 2004, NetBrain Automation is the most widely adopted no-code network automation and visibility platform, providing network operators and engineers with the ability to transform their core workflows associated with hybrid network management. Through the use of desired Intents, any multi-vendor and multi-cloud infrastructure can now be managed from the top-down based upon establishing and maintaining those intents (rather than managing by device configuration alone). By discovering every aspect of any hybrid network, all the way from the edge to the cloud, and transforming this into a robust digital twin which understands the intention of each component, engineers and operators can maintain the integrity of the network by simply managing their intended results. Today, more than 2,500 of the world’s largest enterprises and managed services providers use NetBrain to simplify their management tasks, reduce MTTRs, ensure compliance and provide a top-down understanding of how the network is supporting their business requirements directly. NetBrain is headquartered in Burlington, Massachusetts, with employees located across the United States and Canada, Germany, the United Kingdom, India, and China
