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NetBrain Technologies Inc. develops AI-powered network automation software for teams responsible for keeping complex IT environments reliable and observable. Its platform combines network discovery, dynamic mapping, no-code automation, proactive diagnostics, automated remediation, and safe change management, with tools such as AI Co-Pilot and preventive automation supporting faster troubleshooting and risk reduction. NetBrain serves network architects, cloud operations teams, and security operations centers across industries, including organizations managing outage prevention, compliance, and operational resilience. The company also provides training and professional development resources through NetBrain University.
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.
Description
- 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
Requirements
- 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
Benefits
- Reasonable accommodations are available throughout the application process
- Hiring decisions consider each candidate’s background holistically and individually
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