Note: The job is a remote job and is open to candidates in USA. Network to Code is leading the global movement toward automated, data-driven networking. The Customer Success Manager will own a portfolio of enterprise customers, ensuring a proactive customer experience and driving adoption of the Nautobot platform.
Responsibilities
- Own a portfolio of enterprise customers and deliver a consistent, proactive customer experience
- Serve as the primary post-sales point of contact for assigned accounts, partnering closely with Sales, Professional Services, Support, Product, and Engineering
- Maintain strong customer relationships, drive adoption, coordinate cross-functional activities, lead business reviews, and identify potential risks before they impact the customer experience
- Take ownership of assigned customer portfolio following implementation, ensuring a smooth transition into long-term customer success
- Become familiar with customer success playbooks, success plans, and health scoring established by the Senior Customer Success Manager
- Build trusted relationships with customer stakeholders and understand each customer's business objectives, technical environment, and success criteria
- Participate in customer business reviews and strategic planning sessions alongside senior team members
- Serve as the primary Customer Success Manager for assigned accounts, coordinating customer engagement across Sales, Professional Services, Support, Product, and Engineering
- Develop and maintain Success Plans that align customer objectives with measurable outcomes
- Lead regular customer check-ins, Quarterly Business Reviews (QBRs), and executive engagement sessions
- Monitor customer health, product adoption, engagement, and overall satisfaction, proactively identifying risks and recommending actions
- Coordinate customer requests, escalations, and cross-functional initiatives to ensure timely communication and resolution
- Partner with Sales to support renewal planning, identify expansion opportunities, and maintain long-term customer relationships
- Capture customer feedback and communicate product enhancement opportunities and operational trends to internal stakeholders
- Maintain accurate account documentation, customer health metrics, and engagement plans within NTC's customer success platform
- Contribute to the continuous improvement of customer success playbooks, processes, and best practices as the organization grows
Skills
- 4–8 years of experience in Customer Success, Technical Account Management, Account Management, or related customer-facing roles within enterprise software, SaaS, or managed services
- Proven ability to build trusted relationships with enterprise customers and manage multiple strategic accounts simultaneously
- Demonstrated success establishing yourself as a trusted advisor to enterprise customers, with the organizational agility to balance multiple high-value accounts simultaneously
- Strong collaboration and communication skills with experience working across Sales, Professional Services, Support, Product, and Engineering organizations
- Strong communication skills with demonstrated success driving initiatives across Sales, Professional Services, Support, Product, and Engineering
- Experience leading customer meetings, business reviews, and executive conversations focused on business outcomes and customer value
- Commercial awareness and experience supporting customer renewals, adoption, and growth initiatives
- Strong commercial acumen with experience partnering with Sales to secure renewals, mitigate churn risks, and identify growth opportunities through high product adoption
- Technical aptitude with the ability to understand network automation, infrastructure platforms, or related enterprise technologies
- Technical aptitude; comfortable 'talking shop' and building credibility with Network and Automation Engineers, without needing to write code or configure infrastructure yourself
- Strong organizational and project management skills with the ability to coordinate multiple customer initiatives simultaneously
- Experience navigating customers from implementation through adoption, value realization, and ongoing success
- Networking or infrastructure experience is preferred
- Industry experience in financial services, telecommunications, or other large enterprise environments is a plus
Benefits
- Discretionary bonuses
- Option grants
- A comprehensive benefits package
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