Customer Success Manager - Boston

About the role

The organization specializes in no-code network automation, providing IT operations teams with tools to scale hybrid multi-cloud networks by automating diagnostic troubleshooting, outage prevention, and change management processes. Serving over 2,500 major enterprises and managed service providers, the company addresses challenges in complex network management through its Next-Gen platform.

The Customer Success Manager in the Boston, MA area manages the full lifecycle of customer relationships, including onboarding, adoption, expansion, and renewal. This role is key to ensuring customers realize value from the no-code NetOps platform, fostering strong relationships, driving outcomes, and supporting retention and growth.

Responsibilities

• Serve as the primary post-sale contact for a portfolio of enterprise accounts
• Own the renewal process including strategic planning and contract execution
• Build and maintain multi-level stakeholder relationships within customer organizations
• Conduct regular check-ins, quarterly business reviews, and executive reviews
• Act as primary escalation point and internal customer advocate
• Define and track customer success metrics throughout the contract lifecycle
• Monitor product utilization and proactively address adoption issues
• Prepare data-driven materials demonstrating ROI at reviews
• Manage renewal opportunities and timelines with accuracy and escalation as needed
• Identify and qualify upsell opportunities, maintaining an expansion pipeline
• Collaborate with sales for proposals and proof of concept planning
• Provide customer feedback to product teams and communicate updates
• Document all customer interactions and maintain renewal health scorecards

Requirements

• 5+ years in Customer Success, Account Management, or similar post-sale B2B software role
• Experience managing renewal cycles including negotiation and legal coordination
• Proven ability to manage complex enterprise account portfolios
• Strong executive presence and experience presenting to senior stakeholders
• Proficient with Salesforce CRM for pipeline and forecasting management
• Ability to analyze product usage and translate into customer insights
• Excellent communication, organization, and follow-up skills
• Background in network management, IT operations, or related infrastructure software
• Familiarity with Gainsight or similar Customer Success platforms
• Experience collaborating with Legal and Finance on contracts
• Skilled in building multi-threaded relationships across technical and business teams
• Track record of achieving high Gross and Net Revenue Retention
• Willingness to travel within assigned territory

Pay

The estimated OTE for this role is $110,000 to $135,000, with actual salary varying based on candidate qualifications and market factors

The pay range and compensation package will be determined based on the candidate’s experience, skills, and other relevant factors

Comprehensive benefits include 401(k) and medical/dental coverage

Benefits

• 401(k) retirement plan
• Medical insurance
• Dental insurance