Note: The job is a remote job and is open to candidates in USA. NetBrain Technologies is a provider of no-code network automation and Agentic NetOps solutions for enterprise IT operations teams. The Customer Success Manager will own post-sale relationships for enterprise accounts, driving onboarding, adoption, value realization, renewals, expansion, and customer advocacy while coordinating with Sales and internal teams.
Responsibilities
- 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 ≥ 90% and NRR ≥ 105% are your metrics. You run the process; Sales supports you
- 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
- 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
- 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 ±5% 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
- Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases
- Maintain an expansion pipeline at ≥ 3× quarterly quota coverage in Salesforce
- Partner with the Account Executive on joint proposals and POC planning for new module evaluations
- 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
Skills
- 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
- 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
- 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 ≥ 90% and NRR ≥ 105% over multiple fiscal years
Benefits
- 401k
- Medical coverage
- Dental coverage
Company Overview
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