Customer Success Manager

WHO WE ARE:

Network to Code is a network automation software company built by network engineers, for network engineers. Through our industry-leading Network Source of Truth and Automation platform, Nautobot, and expert services, we help some of the world’s largest and most complex enterprises build and operate smarter, more automated networks.

What sets us apart is our people—a collaborative team of innovators, engineers, and lifelong learners who enjoy solving complex challenges, sharing knowledge, and shaping what’s next. Our work is grounded in real customer needs, and the insights we gain in the field directly influence the technology we build.

Recognized as an Inc. Best Workplace, an Inc. 5000 company, and a leader in network automation and NetDevOps by Gartner, Network to Code is a place where talented people can do meaningful work and make a visible impact. Join us and help shape the future of network automation.

IMPACT OF THIS ROLE:

As a Customer Success Manager, you are the customer’s trusted partner after the sale, and a critical driver of NTC’s growth. You keep each customer engaged and coordinated through their consulting engagements and Nautobot software adoption, so they see real value from their investment. You lead the work to renew Nautobot subscriptions on time, and you connect customers and partners to the NTC resources that help them get the most from the platform.

A DAY IN THE LIFE:

• Own a portfolio of customers. Run onboarding, success plans, adoption milestones and quarterly business reviews.
• Coordinate across Delivery, Support, Product and Sales so the customer has one accountable point of contact during consulting engagements and software rollouts.
• Manage renewal readiness. Track every renewal from 120 days out, flag risk early using NTC’s customer health framework, and close on-time renewals together with the account owner.
• Drive adoption: apps, integrations, use cases and user growth. Connect customers and partners to NTC enablement such as training, certifications, the community and office hours.
• Identify expansion signals (new use cases, sites, apps, services) and hand qualified opportunities to the Client Executive or PS Sales Executive.
• Gather the voice of the customer for Product and Marketing, including references and case studies.
• Drive a high level and caliber of customer and partner facing activity and lead with curiosity and executive acumen.

WHAT YOU BRING:

• Drive Customer Outcomes: You measure success by the value customers get from Nautobot, not by activity, and you tie every success plan and QBR to their business goals.
• Own It: You own renewal readiness for your portfolio. When you see risk, you raise it early and come with a plan rather than waiting for the renewal date.
• Go the Extra Mile: You do what it takes to get a stalled rollout moving, whether that’s an extra working session, rallying the right NTC experts, or following through until adoption sticks.
• Stay Humble & Keep Learning: You keep growing your knowledge of network automation and the Nautobot platform. You learn from engineers, customers and the community, and bring those lessons back to the team.
• Be Empathetic: You understand the pressure network teams face when they’re asked to change how they work, and you meet customers where they are on their automation journey.
• Treat Others with Respect: You work with Delivery, Support, Product, Sales and partners as one team, so the customer gets one coordinated experience and colleagues get credit for their part.

WHAT YOU HAVE:

• 4–8 years in customer success, technical account management or engagement management for enterprise software and/or professional services.
• A record of hitting gross and net retention targets and on-time renewal rates.
• Working knowledge of network operations and automation. Nautobot, NetBox, Ansible, Python or source-of-truth experience is a plus.
• Ability to coordinate cross-functional teams and keep executives and technical stakeholders aligned.
• Excellent written communication and QBR presentation skills.

HOW SUCCESS IS MEASURED:

• On-time renewal rate and gross revenue retention (GRR)
• Net revenue retention (NRR) and expansion pipeline sourced
• Customer health score movement and adoption milestones achieved
• Customer and partner enablement participation (training, certifications)

LOCATION OF THIS ROLE:

• Remote, US
• Up to 25% travel

WHY US:

At Network to Code, you won’t just work with the brightest minds in network automation—you’ll grow alongside them. We’re a team of builders, innovators, and mentors who believe in pushing the boundaries of what’s possible while lifting each other up along the way.

Our culture is rooted in collaboration, inclusivity, and shared purpose. With a remote-first mindset and a globally distributed team, we stay closely connected through virtual events, team-building sessions, and day-to-day collaboration—so no matter where you are, you’ll feel part of something bigger.

We’re proud to foster an environment where every voice is heard, every idea is valued, and every individual can thrive, whether you're a seasoned expert or a rising star.

We’ve been recognized as an Inc. Best Workplace and named to the Inc. 5000 list of fastest-growing private companies—proof that we’re not only building cutting-edge solutions, but also a company where people love to work. Our impact has also been acknowledged in multiple Gartner reports, highlighting our leadership and innovation in the field.

When you join Network to Code, you’re not just joining a company, you’re joining a movement to redefine how networks are deployed, managed, and consumed. Come help us shape the future of networking, one automation at a time.

Network to Code is proud to be an Equal Opportunity Employer dedicated to celebrating diversity and promoting a culture of inclusivity. We believe in equal opportunities for all employees and qualified applicants irrespective of race, religion, gender, sexual orientation, age, disability, national origin, veteran status, or any other characteristic protected by law. In addition to federal law requirements, Network to Code is committed to complying with applicable state and local laws governing nondiscrimination in employment.

At Network to Code, we hire individuals who demonstrate aligned talent, merit, experience, and the potential to contribute significantly to our business's success.

Our compensation packages are designed to be competitive, equitable, and tailored to each employee's unique experience and qualifications. In addition to a base salary range, we offer discretionary bonuses, option grants, and a comprehensive benefits package. We believe in transparency and aim to ensure that our compensation structures reflect the value our employees bring to the organization and our customers.