Manager, Customer Success - Americas

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 sc