Senior Customer Success Manager - APAC
Core
Own long-term success and growth of a strategic portfolio of mid-market and enterprise customers, ensuring sustained value realization and driving net revenue retention (NRR) and customer lifetime value (CLV).
Role type
Senior Customer Success Manager (SaaS/Enterprise)
Builds
Customer success plans, adoption strategies, and executive-level relationships
Domain
SaaS / Network Automation / Infrastructure
Required skills
NRR and CLV ownership, customer success planning, onboarding and adoption management, executive stakeholder engagement, renewal and expansion strategy, churn risk mitigation, data-driven prioritization, cross-functional coordination, playbook development, mentoring
Preferred skills
Infrastructure, networking, DevOps, or automation background, high-growth SaaS scaling experience, open-source software or developer platform experience, prior mentoring or leadership of CSMs
Technologies
NetBox, Orb, NetBox Enterprise, NetBox Cloud
Responsibilities
Develop and execute customer success plans aligned to customer goals, drive onboarding and adoption across the lifecycle, build executive-level relationships with senior stakeholders, partner with sales and renewals teams, identify and mitigate churn risk, advocate for customer needs to Product and Engineering, coordinate cross-functional teams, contribute to CS playbooks and operating models, mentor junior CSMs
