NetBrain
More roles at NetBrainCustomer Success Manager - Austin, TX
Remote role where the employee must remain based in a particular country.
United States only
From the listing details: Source listing states candidate location: "United States | Remote, USA"
Employer listed it 6 weeks ago · Added 5 weeks ago
Been open since 6 weeks ago, still being checked, but it has been live a while.
Salary
Not stated
Location
United States only
Timezone
US East
Contract
Full-time
Experience
Mid
Category
Customer Support
The employer did not publish a salary, and we have too few comparable roles to estimate one.
What the advert says
Quoted word for word from the employer's advert. Where it says nothing, we say so.
- Working hours
Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan.
- Where you can work from
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…
- Contract
- Not mentioned in the advert
- Experience asked for
- Not mentioned in the advert
- Pay
Our comprehensive compensation package is vital in how we recognize our people for the impact they make on us reaching our goals as a company.
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "United States | Remote, USA"
What Nomaders makes of it
- Residency required in United States
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
Before you apply
Questions worth asking: Nomaders interpretation
- The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.
Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.
About the role
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.
What We Need
NetBrain is looking for a Customer Success Manager (CSM) in central Texas to own the full lifecycle of our customer relationships — from onboarding through adoption, expansion, and renewal.
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.
What You'll Do
This is a full-ownership role. You are the primary post-sale contact for a portfolio of enterprise accounts.
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.
Relationship Management
Build and own multi-threaded stakeholder maps across IT Operations, Network Engineering, and executive leadership.
Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts.
Serve as the primary escalation point for your customers and the voice of the customer internally.
Adoption & Value Realization
Define customer-specific success metrics at contract start and track them throughout the lifecycle.
Monitor product health via adoption dashboards; address low-utilization signals proactively.
Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes.
Renewal Ownership (Full Cycle)
Open and manage renewal opportunities in Salesforce 12 months before contract end.
Lead the end-to-end renewal timeline: health assessment (9mo), executive alignment (6mo), proposal (4mo), negotiation and legal coordination (2mo), close (30 days out).
Maintain renewal forecast accuracy within ±5% of final ARR vs. 60-day projection.
Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan.
Expansion & Growth
Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases.
Maintain an expansion pipeline at ≥ 3× quarterly quota coverage in Salesforce.
Partner with the Account Executive on joint proposals and POC planning for new module evaluations.
Requirements
- ·5+ years in Customer Success, Account Management, or a related post-sale role in B2B enterprise software.
- ·Demonstrated ownership of renewal cycles — including negotiation, legal coordination, and ARR accountability.
- ·Experience managing a portfolio of complex enterprise accounts.
- ·Strong executive presence — comfortable presenting QBRs and EBRs to VP/C-level stakeholders.
- ·Proficiency with Salesforce CRM for pipeline management, activity logging, and forecasting.
Benefits
- ·Our comprehensive compensation package is vital in how we recognize our people for the impact they make on us reaching our goals as a company.
- ·For this role, the estimated OTE is $110,000 -$135,000. The actual salary may vary based on a range of factors, including market and individual qualifications objectively assessed during the interview process.
- ·NetBrain invites all interested and qualified candidates to apply for employment opportunities.
- ·Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at NetBrain, mentioning your remote working experience and working hours (US East).
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 1mo ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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Pay not stated · You'll be taken to the employer's careers page.