Customer Success Manager - Boston

<div class="content-intro"><p class="MsoNormal" style="margin-bottom: 12.0pt;"><span style="font-size: 10pt; font-family: 'trebuchet ms', geneva, sans-serif; color: black;">Founded in 2004, NetBrain is the leader in no-code network automation. Its ground-breaking Next-Gen platform provides IT operations teams with the ability to scale their hybrid multi-cloud connected networks by automating the processes associated with Diagnostic Troubleshooting, Outage Prevention and Protected Change Management.  Today, over 2,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform.</span></p></div><p><span style="font-family: 'trebuchet ms', geneva, sans-serif;"><em><span style="font-size: 12pt;"><strong>What We Need</strong></span></em></span></p>

<p><span style="font-family: 'trebuchet ms', geneva, sans-serif;"><span data-contrast="none">NetBrain is looking for a Customer Success Manager (CSM) located in the Boston, MA area to own the full lifecycle of our customer relationships — from onboarding through adoption, expansion, and renewal. </span><span data-ccp-props="{"335559739":120}"> </span></span></p>

<p><span style="font-family: 'trebuchet ms', geneva, sans-serif;"><span data-contrast="none">At NetBrain, CSMs are strategic partners to our customers — operators of complex enterprise networks spanning thousands of devices. You'll help them unlock the full value of NetBrain's Agentic NetOps platform: no-code automation, real-time digital twin visibility, and AI-assisted network diagnosis. You'll do this by building deep relationships, driving measurable outcomes, and ensuring every customer renews and grows.</span><span data-ccp-props="{"335559739":120}"> </span></span></p>

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<p><span style="font-family: 'trebuchet ms', geneva, sans-serif;"><em><span style="font-size: 12pt;"><strong>What You'll Do</strong></span></em></span></p>

<ul>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;"><span class="TextRun SCXW77484162 BCX8" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW77484162 BCX8">This is a full-ownership role. You are the primary post-sale contact for a portfolio of enterprise accounts.</span></span></span></li>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;"><span class="EOP Selected SCXW77484162 BCX8" style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-ccp-props="{"335559739":120}"><span class="TextRun SCXW32335219 BCX8" lang="EN-US" data-contrast="none"><span class="NormalTextRun SCXW32335219 BCX8">You own every renewal in your portfolio — from 12-month strategic planning through executed contract signature. GRR ≥ 90% and NRR ≥ 105% are your metrics. You run the process; Sales supports you.</span></span></span></li>

</ul>

<p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;"><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Relationship Management</span></span></strong><span data-ccp-props="{"335559738":200,"335559739":80}"> </span></span></p>

<ul>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;"><span data-contrast="none">Build and own multi-threaded stakeholder maps across IT Operations, Network Engineering, and executive leadership.</span> </span></li>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts. </span></li>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">Serve as the primary escalation point for your customers and the voice of the customer internally.<span data-ccp-props="{"335559739":80}"> </span></span></li>

</ul>

<p><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;"><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Adoption & Value Realization</span></span></strong><span data-ccp-props="{"335559738":200,"335559739":80}"> </span></span></p>

<ul>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;"><span data-contrast="none">Define customer-specific success metrics at contract start and track them throughout the lifecycle.</span> </span></li>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">Monitor product health via adoption dashboards; address low-utilization signals proactively. </span></li>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif;"><span style="font-size: 10pt;">Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes.</span><span style="font-size: 10pt;" data-ccp-props="{"335559739":80}"> </span></span></li>

</ul>

<p><span style="font-family: 'trebuchet ms', geneva, sans-serif;"><span style="font-size: 10pt;" data-ccp-props="{"335559738":80}"> </span><span style="font-size: 10pt;"><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Renewal Ownership (Full Cycle)</span></span></strong><span data-ccp-props="{"335559738":200,"335559739":80}"> </span></span></span></p>

<ul>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;"><span data-contrast="none">Open and manage renewal opportunities in Salesforce 12 months before contract end.</span> </span></li>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">Lead the end-to-end renewal timeline: health assessment (9mo), executive alignment (6mo), proposal (4mo), negotiation and legal coordination (2mo), close (30 days out). </span></li>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">Maintain renewal forecast accuracy within ±5% of final ARR vs. 60-day projection. </span></li>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;">Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan.<span data-ccp-props="{"335559739":80}"> </span></span></li>

</ul>

<p><span style="font-family: 'trebuchet ms', geneva, sans-serif;"><span style="font-size: 10pt;" data-ccp-props="{"335559738":80}"> </span><span style="font-size: 10pt;"><strong><span data-contrast="none"><span data-ccp-parastyle="heading 2">Expansion & Growth</span></span></strong><span data-ccp-props="{"335559738":200,"335559739":80}"> </span></span></span></p>

<ul>

<li style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;" data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1"><span style="font-family: 'trebuchet ms', geneva, sans-serif; font-size: 10pt;"><span data-contrast="none">Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases.</span> </span></li>