Customer Success Manager, Networks at NetBrain Technologies Inc.

<div class="content-intro"><p class="MsoNormal" style="margin-bottom: 12.0pt;"><span style="font-size: 10pt; font-family: 'trebuchet ms', geneva, sans-serif; color: black;">Founded in 2004, NetBrain is the leader in no-code network automation. Its ground-breaking Next-Gen platform provides IT operations teams with the ability to scale their hybrid multi-cloud connected networks by automating the processes associated with Diagnostic Troubleshooting, Outage Prevention and Protected Change Management. &nbsp;Today, over 2,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform.</span></p></div><p></p> <p>The Customer Success Manager, Networks is a key member of the post-sales organization, owning customer relationships across adoption, renewal, and expansion for a portfolio of enterprise accounts. You are the primary point of contact for customer stakeholders — including C-level executives — and this is a commercially led role rather than a networking role: you don't need to be a network engineer, but you do need enough technical fluency to understand how customers use the product, explain it credibly, and run a demo when needed.</p> <p><strong>What You'll Do</strong></p> <ul> <li>Build and own stakeholder relationships across IT Operations, Network Engineering, and executive leadership within your accounts.</li> <li>Run regular check-ins and quarterly/annual business reviews, communicating NetBrain's value alongside adoption progress.</li> <li>Serve as the primary point of escalation for your customers and the internal voice of the customer, looping in Support or R&amp;D when technical depth is needed.</li> <li>Define customer-specific success metrics and track them through the account lifecycle, monitoring adoption and flagging low-utilization signals.</li> <li>Deliver business-review materials that connect product usage to the outcomes customers care about.</li> <li>Own renewal status and forecasting for your accounts, running the renewal process end to end — health check, stakeholder alignment, proposal, and close — with Sales supporting on commercial terms. Escalate at-risk accounts early with a clear recovery plan.</li> <li>Identify and qualify expansion opportunities — additional modules, seats, or use cases — applying ARR, GRR, and NRR concepts to prioritize your time. Partner with the Account Executive on expansion proposals and demonstrations.</li> <li>Log customer activity and renewal/expansion status in Salesforce (or Gainsight), relay customer feedback to Product, and nominate satisfied customers for case studies and references.</li> </ul> <p><strong>Who You Are</strong></p> <ul> <li>Commercial experience owning a block of business — adoption, renewals, or onboarding — if you don't come from a networking background, plus the ability to understand the product's technical aspects well enough to explain them to customers and run a demo when needed.</li> <li>5–6 years of overall experience, with 2+ years in a customer-facing role (Customer Success, Support, NOC, Delivery, or similar).</li> <li>Strong communication and executive presence, comfortable presenting to both technical stakeholders and C-level executives; outcome-driven, with strong problem-solving and the ability to manage multiple customers and priorities at once.</li> <li>Customer success experience in a technical product environment — infrastructure, network security, or another technically complex product — strongly preferred.</li> <li>Working understanding of enterprise networking concepts (routing/switching, BGP, OSPF, VLANs) helpful but not required; a non-networking candidate with a strong commercial background will still be considered.</li> <li>Experience identifying expansion opportunities and fluency with ARR, GRR, NRR, and product adoption metrics.</li> <li>Exposure to network or infrastructure vendors (e.g., SolarWinds, Check Point, Fortinet, Juniper, Cisco) or to enterprise/Global 2000 customers preferred.</li> <li>Bachelor's degree in Computer Science, Engineering, Business, or equivalent experience.</li> </ul> <p><strong>Nice to Have</strong></p> <ul> <li>Networking certifications (CCNA, CCNP, JNCIA, or equivalent) — a plus, not a requirement.</li> <li>Experience with CRM or Customer Success platforms such as Salesforce, Gainsight, or HubSpot.</li> <li>Exposure to SaaS, automation-driven, or observability platforms.</li> </ul> <p></p><div class="content-conclusion"><p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">NetBrain invites all interested and qualified candidates to apply for employment opportunities.</span></p> <p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.</span></p> <p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">If you have a disability that prevents or limits your ability to use or access the site, or if you require any other accommodation in the application process due to a disability, you may request a reasonable accommodation. To make a request, please contact our People Team at:&nbsp;<a href="mailto:[email protected]">[email protected]</a>&nbsp;and we will be happy to assist you.</span></p> <p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">In compliance with applicable laws, NetBrain conducts holistic, individual background reviews in support of all hiring decisions.</span></p> <p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.</span></p> <p>&nbsp;</p></div>