Customer Success Manager - Boston

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) located in the Boston, MA area 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

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