Taking applicationsVoice Support·Posted 12d ago
Manager, Customer Success ‑ Americas
NetBox Labs
LATAM, Canada, USA
Pay
$65–$67.5/hr
Job type
Full-time · Remote
Hours
US hours
Location
LATAM, Canada, USA
Open to people in the United States
EnglishLead level
About the role
NetBox Labs is hiring a Manager, Customer Success for the Americas to lead and coach a team of CSMs covering North America and LATAM. The role focuses on customer adoption, health, expansion, and building CSM playbooks, and requires living in the Americas and working across North American time zones.
What you'll do
- Lead and coach CSMs
- Define CSM cadences and playbooks
- Drive adoption and customer health
- Partner with Sales on expansion
- Manage key customer escalations
- Hire and onboard CSMs
- Use CS dashboards and platforms
- Bring customer voice to Product
What you'll need
- 5+ years in Customer Success at a B2B SaaS company
- 2+ years managing or formally leading CSMs
- Track record coaching and developing CSMs
- Experience with mid-market and enterprise accounts
- Comfort with technical products and technical buyers
- Experience building playbooks, cadences, and metrics
- Based in the Americas
- Able to work across North American time zones
Skills
Customer SuccessB2B SaaSTeam leadershipCoaching and developmentPlaybook buildingCustomer health metricsTechnical product fluencyHubSpot / Pylon
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