Director of Customer Success

As the Director of Customer Success at NetBox Labs, you will own the end-to-end customer lifecycle, driving adoption, support, retention, expansion, and advocacy across our customer base. You will lead and scale a hybrid team of Customer Success Managers (CSMs), Customer Success Engineers (CSEs) and TechOps Engineers, ensuring every customer achieves measurable outcomes with our platform.

This role reports to the COO and is a key position that partners closely with Sales, Product, and Engineering. Your success will drive Net Revenue Retention (NRR), Gross Retention, Customer Support, Customer Satisfaction (CSAT/NPS), and Time-to-Value (TTV).

What You’ll Do:

Leadership & Strategy

• Build, lead, and mentor a high-performing team of CSMs, CSEs and TechOps Engineers

• Define the Customer Success vision, strategy, and operating model as we scale to thousands of customers

• Partner with Sales leadership to ensure seamless handoffs, strong renewal execution, and expansion alignment

• Collaborate with Product and Engineering to provide actionable customer insights and influence roadmap priorities

Customer Lifecycle Ownership

• Own the full customer journey: onboarding, adoption, support, renewals, and expansion identification

• Ensure consistent delivery of value to customers through structured QBRs, health reviews, and success planning

• Drive scalable onboarding frameworks and technical support practices through the CSE team

• Champion customer advocacy, references, and case studies

Operational Excellence

• Develop segmentation and coverage models to optimize resource allocation across Enterprise and Mid-Market accounts

• Establish repeatable playbooks, metrics, and KPIs that enable predictable success at scale

• Implement processes and tooling for customer health scoring, success planning, and lifecycle automation

• Report on performance metrics (NRR, GRR, CSAT, TTV, expansion pipeline contribution) to executive leadership

What We’re Looking For:

• 7+ years in Customer Success, Account Management, or Post-Sales leadership, preferably with both SaaS and on-prem distributions of infrastructure software

• Proven success managing both relationship-focused CSMs and technical/implementation-focused CSEs

• Track record of driving measurable improvements in NRR, onboarding efficiency, and customer satisfaction

• Strong leadership skills with experience scaling teams through managers and leads

• Excellent collaboration skills across Sales, Product, and Engineering

• Data-driven operator who uses metrics to drive strategy and execution

• Strong customer presence with the ability to engage at executive and technical levels

What You’ll Be Obsessed With:

• Net Revenue Retention (NRR): Growth across accounts through adoption, expansion, and retention

• Gross Retention (GRR): Churn prevention

• Renewal Timeliness: Renewal execution

• Customer Health & Advocacy: High CSAT/NPS and referenceable accounts

• Operational Scale: Playbooks, processes, and tooling in place to support thousands of customers

• Team Development: Strong leadership bench with clear career paths for CSMs, CSEs and TechOps Engineers

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.

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.