Senior Customer Success Manager - APAC

About the RoleAs a Senior Customer Success Manager at NetBox Labs, you will own the long-term success and growth of a strategic portfolio of customers. Your primary responsibility is to ensure customers realize sustained value from NetBox Labs’ products and services, resulting in strong net revenue retention (NRR) and customer lifetime value (CLV).This role goes beyond day-to-day account management. You will operate as a trusted advisor, helping customers align NetBox Labs to their business and technical objectives, while proactively identifying risks and growth opportunities. You will also play a key role in shaping Customer Success strategy, processes, and best practices as the organization continues to scale.What You’ll DoOwn NRR and CLV for a portfolio of mid-market and enterprise customersDevelop and execute customer success plans aligned to customer goals and outcomesDrive onboarding, adoption, and ongoing value realization across the customer lifecycleBuild executive-level relationships and engage regularly with senior customer stakeholdersPartner with the renewals teams and sales to drive renewal and expansion conversations.Identify and mitigate churn risk through proactive engagement and clear action plansUse customer data and health signals to prioritize efforts and guide decision-makingAdvocate for customer needs internally, influencing Product and Engineering prioritiesCoordinate across Onboarding, Support, and Sales to deliver a cohesive customer experienceContribute to the development of Customer Success playbooks, metrics, and operating modelsMentor and support more junior Customer Success Managers as neededWhat Success Looks LikeStrong and predictable net revenue retentionCustomers achieving clearly defined, measurable outcomes with NetBox LabsLow churn and well-managed renewal cycles with minimal surprisesExpansion driven by customer adoption and value, not transactional upsellingTrusted advisor status with key customer stakeholdersImproved Customer Success processes and maturity across the organizationWhat We’re Looking For5+ years of experience in Customer Success, Account Management, or a related roleProven track record of driving retention, expansion, and long-term customer value in a SaaS or subscription businessExperience managing complex, technical customers and enterprise stakeholdersStrong ability to translate technical capabilities into business valueComfort owning commercial outcomes, including renewals and expansionsStrategic mindset with the ability to execute tacticallyStrong communication, negotiation, and stakeholder management skillsExperience working cross-functionally in a growing organizationNice to HaveBackground in infrastructure, networking, DevOps, or automationExperience in a high-growth or scaling SaaS companyExperience with open-source software or developer-focused platformsPrior experience mentoring or leading other CSMsAbout 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.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 complexityClear communication helps keep our team aligned and collaborating smoothly.NetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.