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Customer Success Manager, Network Automation - NetBrain
Own enterprise customer adoption, renewals, and expansion for NetBrain’s no-code network automation platform. Manage executive relationships, success metrics, product demonstrations, and escalations.
विवरण
- Develop and manage relationships with IT Operations, Network Engineering, and executive stakeholders across customer accounts
- Lead recurring check-ins and quarterly or annual business reviews, linking NetBrain’s value to adoption progress
- Act as the primary escalation point and customer advocate, engaging Support or R&D when deeper technical expertise is required
- Establish account-specific success measures and monitor them throughout the customer lifecycle
- Track product adoption and identify indicators of low utilization
- Prepare business-review materials that connect product usage with customer outcomes
- Maintain ownership of renewal status and forecasts
- Manage renewals from health checks through stakeholder alignment, proposals, and close, with Sales supporting commercial terms
- Escalate accounts at risk early and provide a defined recovery plan
- Discover and qualify expansion opportunities across additional modules, seats, and use cases
- Use ARR, GRR, and NRR metrics to guide prioritization
- Work with the Account Executive on expansion proposals and product demonstrations
- Record customer engagement and renewal or expansion progress in Salesforce or Gainsight
- Share customer feedback with the Product team
- Recommend satisfied customers for case studies and reference programs
आवश्यकताएँ
- Experience managing a commercial book of business that includes adoption, renewals, or onboarding
- Ability to understand technical product capabilities sufficiently to explain them to customers and conduct demonstrations when needed
- Five to six years of total professional experience
- At least two years in a customer-facing position such as Customer Success, Support, NOC, Delivery, or a related function
- Strong written and verbal communication skills with executive presence
- Confidence presenting to technical stakeholders and C-level executives
- Results-oriented approach with strong problem-solving ability
- Ability to balance multiple customer accounts and competing priorities
- Customer success experience with a technical product is strongly preferred
- Working knowledge of enterprise networking concepts, including routing and switching, BGP, OSPF, and VLANs, is helpful but not required
- Experience finding and developing expansion opportunities
- Familiarity with ARR, GRR, NRR, and product adoption metrics
- Experience with network or infrastructure vendors such as SolarWinds, Check Point, Fortinet, Juniper, or Cisco, or with enterprise and Global 2000 customers, is preferred
- Bachelor’s degree in Computer Science, Engineering, Business, or a comparable combination of experience
- Networking certifications such as CCNA, CCNP, or JNCIA are advantageous but not required
- Experience using CRM or Customer Success platforms such as Salesforce, Gainsight, or HubSpot
- Exposure to SaaS, automation-focused, or observability platforms
लाभ
- Reasonable accommodations are available throughout the application process
- Hiring decisions consider each candidate’s background holistically and individually
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