Manager, Customer Success - Americas

NetBox Labs·LATAM, Canada, USARemotelead

In short

→Liderar y desarrollar un equipo de CSMs en Américas con enfoque en adopción y valor del cliente.
→Definir playbooks, cadencias y prácticas de éxito para escalar el equipo con herramientas digitales.
→Rol player-coach inicial que crecerá junto al equipo, con foco en desarrollo de personas y mejora continua.

No se requiere inglés.

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The questions they'll ask you

1. ¿Cómo estructurarías las primeras 30/60/90 días para un CSM recién contratado en tu equipo?

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💵 USD · Remote · No visa

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What they ask for

✓5+ años en Success B2B SaaS con 2+ gestionando equipos
✓Experiencia probada en coaching y desarrollo de CSMs
✓Manejo de cuentas mid-market y enterprise con relaciones ejecutivas
✓Experiencia con productos técnicos (redes, infraestructura, DevOps)
✓Capacidad para construir cadencias y métricas desde cero
✓Comunicación clara y directa en equipo remoto, con disponibilidad horaria en zonas de Américas

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HubSpotPylonNetBoxCRMCS platformsSupport platformsDigital-led motionAccount health dashboardsProduct feedback loopsRenewals collaboration

Who should you write to at NetBox Labs?

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About the role NetBox Labs is growing fast, and our Customer Success team is growing with us. We're hiring our first Manager, Customer Success for the Americas to lead, coach, and grow our CSM team. You'll start with three CSMs covering North America and LATAM, and help drive the plan for and execution of growth. This starts as a player-coach leadership role, growing with the team to focus on people and practice. You'll set the direction for how our CSMs run their books, turn good CSMs into great ones, and build the playbooks that let the team scale. Renewals and retention are owned by our Renewals team; your focus is adoption, value realization, customer health, and expansion signals. You'll report to the Head of Customer Success & Support and partner closely with Renewals, Sales, Support, Solutions Engineering and Product. What you'll own Lead and develop the team Manage and coach the CSMs through weekly 1:1s, account reviews, and call shadowing Build individual growth plans that help each CSM grow into the next level of the role Run a regular call-review and feedback practice, including scoring onboarding kickoffs against our CSM rubric Hire, onboard, and ramp new CSMs as the team grows. Who you are 5+ years in Customer Success at a B2B SaaS company, with 2+ years managing or formally leading CSMs A track record of coaching CSMs to grow, with examples of people you've promoted or developed into bigger roles Hands-on experience running a book of mid-market and enterprise accounts, including exec-level relationships Comfort with a technical product and technical buyers; you can hold your own with network and infrastructure engineers Experience building playbooks, cadences, and metrics from scratch at a growing company Strong judgment with data: you use health, usage, and support signals to decide where the team spends time Clear, direct written and verbal communication in a fully remote team Based in the Americas, able to work across North American time zones Experience with SaaS companies focused on network automation, or infrastructure / DevOps tooling Nice to have Exposure to NetBox Background with open-source or product-led companies where community and commercial motions overlap Familiarity with HubSpot and Pylon (or similar CRM, CS, and support platforms) Experience supporting LATAM customers; Spanish or Portuguese a plus Experience designing digital-led or scaled CS programs alongside high-touch coverage About NetBox Labs: NetBox Labs helps companies build and manage complex networks.

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