Director of Customer Success - Remote

Overview

As the Director of Customer Success at NetBox Labs, you will own the end-to-end customer lifecycle, driving adoption, support, retention, expansion, and advocacy across our customer base. You will lead and scale a hybrid team of Customer Success Managers (CSMs), Customer Success Engineers (CSEs) and TechOps Engineers, ensuring every customer achieves measurable outcomes with our platform.

In Short

• Build, lead, and mentor a high-performing team of CSMs, CSEs and TechOps Engineers
• Define the Customer Success vision, strategy, and operating model as we scale to thousands of customers
• Partner with Sales leadership to ensure seamless handoffs, strong renewal execution, and expansion alignment
• Collaborate with Product and Engineering to provide actionable customer insights and influence roadmap priorities
• Own the full customer journey: onboarding, adoption, support, renewals, and expansion identification
• Ensure consistent delivery of value to customers through structured QBRs, health reviews, and success planning
• Drive scalable onboarding frameworks and technical support practices through the CSE team
• Champion customer advocacy, references, and case studies
• Develop segmentation and coverage models to optimize resource allocation across Enterprise and Mid-Market accounts
• Report on performance metrics (NRR, GRR, CSAT, TTV, expansion pipeline contribution) to executive leadership

Requirements

• 7+ years in Customer Success, Account Management, or Post-Sales leadership, preferably with both SaaS and on-prem distributions of infrastructure software
• Proven success managing both relationship-focused CSMs and technical/implementation-focused CSEs
• Track record of driving measurable improvements in NRR, onboarding efficiency, and customer satisfaction
• Strong leadership skills with experience scaling teams through managers and leads
• Excellent collaboration skills across Sales, Product, and Engineering
• Data-driven operator who uses metrics to drive strategy and execution
• Strong customer presence with the ability to engage at executive and technical levels

Benefits

• Net Revenue Retention (NRR): Growth across accounts through adoption, expansion, and retention
• Gross Retention (GRR): Churn prevention
• Renewal Timeliness: Renewal execution
• Customer Health & Advocacy: High CSAT/NPS and referenceable accounts
• Operational Scale: Playbooks, processes, and tooling in place to support thousands of customers
• Team Development: Strong leadership bench with clear career paths for CSMs, CSEs and TechOps Engineers