Customer Success Manager - Boston
Core
Own the full lifecycle of enterprise customer relationships (onboarding, adoption, expansion, renewal) for a no-code network automation platform serving IT operations teams.
Role type
Senior Customer Success Manager (B2B Enterprise Software)
Builds
Customer retention, revenue growth, and adoption of network automation and observability tools
Domain
Network Operations / IT Infrastructure / SaaS
Required skills
Strategic account management, renewal negotiation, stakeholder mapping, data-driven QBRs, Salesforce CRM, adoption analytics, executive presentation
Preferred skills
Network management/IT ops domain knowledge, Gainsight proficiency, legal/finance coordination, multi-threaded relationship building, track record of GRR ≥90% and NRR ≥105%
Technologies
Salesforce, Gainsight, NetBrain platform
Responsibilities
Manage full-cycle renewals (planning to close), conduct monthly check-ins and quarterly business reviews, identify upsell opportunities, escalate at-risk accounts, log customer activity, present ROI to C-level stakeholders
Seniority
Senior, hands-on IC