Customer Success Manager, Networks

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. The Customer Success Manager, Networks is a key member of the post-sales organization, owning customer relationships across adoption, renewal, and expansion for a portfolio of enterprise accounts. You are the primary point of contact for customer stakeholders — including C-level executives — and this is a commercially led role rather than a networking role: you don’t need to be a network engineer, but you do need enough technical fluency to understand how customers use the product, explain it credibly, and run a demo when needed. What You’ll Do Build and own stakeholder relationships across IT Operations, Network Engineering, and executive leadership within your accounts. Run regular check-ins and quarterly/annual business reviews, communicating NetBrain’s value alongside adoption progress. Serve as the primary point of escalation for your customers and the internal voice of the customer, looping in Support or R&D when technical depth is needed. Define customer-specific success metrics and track them through the account lifecycle, monitoring adoption and flagging low-utilization signals. Deliver business-review materials that connect product usage to the outcomes customers care about. Own renewal status and forecasting for your accounts, running the renewal process end to end — health check, stakeholder alignment, proposal, and close — with Sales supporting on commercial terms. Escalate at-risk accounts early with a clear recovery plan. Identify and qualify expansion opportunities — additional modules, seats, or use cases — applying ARR, GRR, and NRR concepts to prioritize your time. Partner with the Account Executive on expansion proposals and demonstrations. Log customer activity and renewal/expansion status in Salesforce (or Gainsight), relay customer feedback to Product, and nominate satisfied customers for case studies and references. Who You Are Commercial experience owning a block of business — adoption, renewals, or onboarding — if you don’t come from a networking background, plus the ability to understand the product’s technical aspects well enough to explain them to customers and run a demo when needed. 5–6 years of overall experience, with 2+ years in a customer-facing role (Customer Success, Support, NOC, Delivery, or similar). Strong communication and executive presence, comfortable presenting to both technical stakeholders and C-level executives; outcome-driven, with strong problem-solving and the ability to manage multiple customers and priorities at once. Customer success experience in a technical product environment — infrastructure, network security, or another technically complex product — strongly preferred. Working understanding of enterprise networking concepts (routing/switching, BGP, OSPF, VLANs) helpful but not required; a non-networking candidate with a strong commercial background will still be considered. Experience identifying expansion opportunities and fluency with ARR, GRR, NRR, and product adoption metrics. Exposure to network or infrastructure vendors (e.g., SolarWinds, Check Point, Fortinet, Juniper, Cisco) or to enterprise/Global 2000 customers preferred. Bachelor’s degree in Computer Science, Engineering, Business, or equivalent experience. Nice to Have Networking certifications (CCNA, CCNP, JNCIA, or equivalent) — a plus, not a requirement. 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. 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.