Customer Success Manager - Boston

What We Need

NetBrain is looking for a Customer Success Manager (CSM) located in the Boston, MA area to own the full lifecycle of our customer relationships — from onboarding through adoption, expansion, and renewal.  

At NetBrain, CSMs are strategic partners to our customers — operators of complex enterprise networks spanning thousands of devices. You'll help them unlock the full value of NetBrain's Agentic NetOps platform: no-code automation, real-time digital twin visibility, and AI-assisted network diagnosis. You'll do this by building deep relationships, driving measurable outcomes, and ensuring every customer renews and grows. 

What You'll Do

• This is a full-ownership role. You are the primary post-sale contact for a portfolio of enterprise accounts.
• You own every renewal in your portfolio — from 12-month strategic planning through executed contract signature. GRR ≥ 90% and NRR ≥ 105% are your metrics. You run the process; Sales supports you.

Relationship Management 

• Build and own multi-threaded stakeholder maps across IT Operations, Network Engineering, and executive leadership.
• Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts.
• Serve as the primary escalation point for your customers and the voice of the customer internally. 

Adoption & Value Realization 

• Define customer-specific success metrics at contract start and track them throughout the lifecycle.
• Monitor product health via adoption dashboards; address low-utilization signals proactively.
• Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes. 

 Renewal Ownership (Full Cycle) 

• Open and manage renewal opportunities in Salesforce 12 months before contract end.
• Lead the end-to-end renewal timeline: health assessment (9mo), executive alignment (6mo), proposal (4mo), negotiation and legal coordination (2mo), close (30 days out).
• Maintain renewal forecast accuracy within ±5% of final ARR vs. 60-day projection.
• Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan. 

 Expansion & Growth 

• Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases.
• Maintain an expansion pipeline at ≥ 3× quarterly quota coverage in Salesforce.
• Partner with the Account Executive on joint proposals and POC planning for new module evaluations. 

 Internal Advocacy 

• Submit customer feature requests through Product feedback channels and relay roadmap updates during QBRs.
• Nominate satisfied customers for case studies, references, and advisory board participation.
• Log all customer activity in Salesforce within 24 hours; maintain renewal health scorecard at each milestone. 

What You Bring

• 5+ years in Customer Success, Account Management, or a related post-sale role in B2B enterprise software.
• Demonstrated ownership of renewal cycles — including negotiation, legal coordination, and ARR accountability.
• Experience managing a portfolio of complex enterprise accounts.
• Strong executive presence — comfortable presenting QBRs and EBRs to VP/C-level stakeholders.
• Proficiency with Salesforce CRM for pipeline management, activity logging, and forecasting.
• Ability to interpret product usage and adoption data and translate it into customer-facing narratives.
• Excellent written and verbal communication skills; strong follow-through and organizational habits. 

Preferred 

• Experience in network management, IT operations, or infrastructure software (network automation, observability, or adjacent categories).
• Familiarity with Gainsight or a comparable CS platform.
• Experience coordina