Senior Customer Success Manager

Summary

Join NetBrain, a leader in no-code network automation, as a Customer Success Manager! You will work with major enterprise clients across various industries to boost product adoption and achieve positive outcomes. This role involves driving renewals, expansion, and advocacy while ensuring high customer satisfaction. You'll be a trusted advisor, guiding customers post-implementation and maximizing their NetBrain usage. Collaboration with internal teams, including Sales, Support, and Product Management, is key. The position requires strong communication skills, networking knowledge, and experience in customer success or a related field.

Requirements

• 6+ years of experience in Customer Success, Management consulting, Account Management or a similar client facing role
• Strong written and verbal communication skills and a high “EQ”
• Solid understanding of Networking fundamentals; worked with multiple network vendors, Cisco, Juniper, Palo Alto, Arista, Fortinet, Public Cloud
• Ability to multitask in a fast-paced environment with high attention to detail
• You have a track record of career growth, consistently meeting and exceeding goals while increasing responsibilities

Responsibilities

• Create customer-facing QBR templates and new go-to-market documentation
• Build email campaign templates that are tied to new features and new platform capabilities
• Incorporate feedback to improve efficacy of external communications
• Work closely with RVPs from the Sales team and collaborate on renewals and upsells of our key/largest accounts
• Responsible for customer lifecycle post-implementation. Coordinate communication to support the success and usage of the customer
• Establish a trusted advisor relationship which spans both technical expertise and strategic account management
• Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives
• Prepare, schedule, and conduct monthly/quarterly account reviews with customers to ensure their ongoing success
• Work closely with NetBrain Support and other Services teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives

Preferred Qualifications

A bonus if you have previously worked in a Technical role , technical Support, Engineering background, but have developed more into a balance of business Acumen and technical background

Benefits

Candidates will work remote with 10-20% travel requirement for customer and internal meetings