Senior Customer Success Manager

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.

What We Need

We’re seeking a strategic Senior Customer Success Manager to lead post-sales engagement across key accounts. In this role, you’ll act as a trusted advisor—driving product adoption, maximizing customer value, and influencing renewals and growth in close partnership with Sales. Candidates must be located in the Midwest region to support assigned accounts.

What You'll Do

• Responsible for customer lifecycle post-implementation. Coordinate communication to support the success and usage of the customer.
• Establish a trusted advisor relationship which spans both technical expertise and strategic account management.
• Work closely with RVPs from the Sales team and collaborate on renewals and upsells of our key/largest accounts.
• Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives.
• Work closely with NetBrain Support and other Services teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives.
• Prepare, schedule, and conduct monthly/quarterly account reviews with customers to ensure their ongoing success.
• Create customer-facing QBR templates and new go-to-market documentation.
• Build email campaign templates that are tied to new features and new platform capabilities.
• Incorporate feedback to improve efficacy of external communications.

What You Bring

• You are passionate about customer success, seeking to achieve extraordinary results through creative problem solving.
• 6+ years of experience in customer success, management consulting, account management or a similar client facing role.
• Strong written and verbal communication skills and a high “EQ”.
• Solid understanding of networking fundamentals; previous work with network vendors such as Cisco, Juniper, Palo Alto, Arista, Fortinet, Public Cloud.
• Ability to multitask in a fast-paced environment with high attention to detail.
• You have a track record of career growth, consistently meeting and exceeding goals while increasing responsibilities.
• Roughly 20%- 30% travel requirement for customer and internal meetings
• Previous experience in network operations or support is a plus.
• Previous experience at a SaaS-based company is a plus.
• 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 Offer

Our 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 $140,000 - $175,000. 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.

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.

In compliance with applicable laws, NetBrain conducts holistic, individual background reviews in support of all hiring decisions.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.