Manager, Customer Success - Americas

About the role NetBox Labs is growing fast, and our Customer Success team is growing with us. We're hiring our first Manager, Customer Success for the Americas to lead, coach, and grow our CSM team. You'll start with three CSMs covering North America and LATAM, and help drive the plan for and execution of growth. This starts as a player-coach leadership role, growing with the team to focus on people and practice. You'll set the direction for how our CSMs run their books, turn good CSMs into great ones, and build the playbooks that let the team scale. Renewals and retention are owned by our Renewals team; your focus is adoption, value realization, customer health, and expansion signals. You'll report to the Head of Customer Success & Support and partner closely with Renewals, Sales, Support, Solutions Engineering and Product. What you'll own Lead and develop the team Manage and coach the CSMs through weekly 1:1s, account reviews, and call shadowing Build individual growth plans that help each CSM grow into the next level of the role Run a regular call-review and feedback practice, including scoring onboarding kickoffs against our CSM rubric Hire, onboard, and ramp new CSMs as the team grows. Set direction for how we run the book Define what great looks like for a CSM: cadences, success plans, QBRs/EBRs, and escalation paths Balance books across territories and segments so each CSM has a workload they can win with Own the CSM playbooks for strategic accounts and help shape our digital-led motion for smaller accounts Drive customer outcomes Hold the team accountable for adoption, usage against entitlement, and customer health across the book Spot risk early and work with Renewals so no renewal is a surprise Partner with Sales on usage and product expansion, including CSM-sourced opportunities Step into key customer relationships and escalations when it matters Make the team better at the job Use our CS dashboards and platforms to guide where the team spends its time Bring the customer voice to Product through clear, prioritized feedback Improve how the team uses key platforms (HubSpot and Pylon) and ensure we keep account data clean What success looks like In your first year, you will: Build a fully ramped Americas CSM team Give every CSM a growth plan they own and see them grow against it Ship the CSM playbook and make it how the team works day to day Improve adoption and customer health across the book Turn CSMs into a steady source of expansion pipeline with Sales Develop at least one CSM into a bigger book or a senior role Who you are 5+ years in Customer Success at a B2B SaaS company, with 2+ years managing or formally leading CSMs A track record of coaching CSMs to grow, with examples of people you've promoted or developed into bigger roles Hands-on experience running a book of mid-market and enterprise accounts, including exec-level relationships Comfort with a technical product and technical buyers; you can hold your own with network and