Senior Customer Success Manager - APAC at NetBox Labs

About this role

About the Role

As a Senior Customer Success Manager at NetBox Labs , you will own the long-term success and growth of a strategic portfolio of customers. Your primary responsibility is to ensure customers realize sustained value from NetBox Labs’ products and services, resulting in strong net revenue retention (NRR) and customer lifetime value (CLV) .
This role goes beyond day-to-day account management. You will operate as a trusted advisor, helping customers align NetBox Labs to their business and technical objectives, while proactively identifying risks and growth opportunities. You will also play a key role in shaping Customer Success strategy, processes, and best practices as the organization continues to scale.

What You’ll Do


Own NRR and CLV for a portfolio of mid-market and enterprise customers


Develop and execute customer success plans aligned to customer goals and outcomes


Drive onboarding, adoption, and ongoing value realization across the customer lifecycle


Build executive-level relationships and engage regularly with senior customer stakeholders


Partner with the renewals teams and sales to drive renewal and expansion conversations.


Identify and mitigate churn risk through proactive engagement and clear action plans


Use customer data and health signals to prioritize efforts and guide decision-making


Advocate for customer needs internally, influencing Product and Engineering priorities


Coordinate across Onboarding, Support, and Sales to deliver a cohesive customer experience


Contribute to the development of Customer Success playbooks, metrics, and operating models


Mentor and support more junior Customer Success Managers as needed


What Success Looks Like


Strong and predictable net revenue retention


Customers achieving clearly defined, measurable outcomes with NetBox Labs


Low churn and well-managed renewal cycles with minimal surprises


Expansion driven by customer adoption and value, not transactional upselling


Trusted advisor status with key customer stakeholders


Improved Customer Success processes and maturity across the organization


What We’re Looking For


5+ years of experience in Customer Success, Account Management, or a related role


Proven track record of driving retention, expansion, and long-term customer value in a SaaS or subscription business


Experience managing complex, technical customers and enterprise stakeholders


Strong ability to translate technical capabilities into business value


Comfort owning commercial outcomes, including renewals and expansions


Strategic mindset with the ability to execute tactically


Strong communication, negotiation, and stakeholder management skills


Experience working cross-functionally in a growing organization


Nice to Have


Background in infrastructure, networking, DevOps, or automation


Experience in a high-growth or scaling SaaS company


Experience with open-source software or developer-focused platforms


Prior experience mentoring or leading other CSMs


About NetBox Labs:
NetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open, composable products and supporting the network automation community.
NetBox Labs is the commercial steward of open source NetBox, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox.
NetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital.

Our culture and values:


We own and solve problems with high attention to detail.


Our open source contributors, users, customers & team are all part of our community. When our community wins, we win.


We prioritize simplicity and think twice before adding complexity


Clear communication helps keep our team aligned and collaborating smoothly.


NetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.