Description
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
NetBrain is looking for a Customer Success Manager (CSM) located in the Boston, MA area to own the full lifecycle of our customer relationships — from onboarding through adoption, expansion, and renewal.
At NetBrain, CSMs are strategic partners to our customers — operators of complex enterprise networks spanning thousands of devices. You'll help them unlock the full value of NetBrain's Agentic NetOps platform: no-code automation, real-time digital twin visibility, and AI-assisted network diagnosis. You'll do this by building deep relationships, driving measurable outcomes, and ensuring every customer renews and grows.
What You'll Do
- 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.
Relationship Management
- 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.
Adoption & Value Realization
- 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.
Renewal Ownership (Full Cycle)
- 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.
Expansion & Growth
- 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.
Internal Advocacy
- 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.
What You Bring
- 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.
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