Customer Success Manager, Networks

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.