Customer Success Manager

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

The Customer Success Engineer (Digital Customer Success Manager) is a key member of the post-sales organization. You have a networking background and an understanding of troubleshooting in mission-critical environments. You have a strong interest in customer-facing roles, listening to customers and persevering to help them achieve goals with NetBrain automation.

What You’ll Do

Own a portfolio of assigned enterprise customer accounts post-sale, serving as their primary technical point of contact for NetBrain adoption and value realization.

Develop and execute joint customer success plans with clearly defined milestones, adoption goals, and measurable business outcomes. (Remove, Develop and execute customer success plans with customers.)

Conduct regular business reviews (QBRs/EBRs) with customer stakeholders at both technical and executive levels.

Directly help customers achieve automation value/use cases with NetBrain.

Partner with Services, Support, and R&D organizations to ensure customer adoption of automation.

Scaled Customer Success: Leverage digital/tech-touch approaches including webinars, reusable assets, and automation playbooks. Use Customer Success tools (e.g., Gainsight) to manage and scale engagement.

Work with Customer Success tools to deliver low-touch/tech-touch methods to interact with customers.

Train and coach customers through successful onboarding and ongoing usage.

Collaborate with Sales on accounts to identify expansion opportunities.

Who You Are

4–6 years of experience in networking, customer success, or post-sales roles, with at least 2 years in a customer-facing capacity (Support Engineer, Post-Sale Engineer, Technical Project Management, or Delivery Manager)

Proficiency in enterprise networking fundamentals: routing & switching (BGP, OSPF, VLANs), network troubleshooting, and familiarity with monitoring tools (Wireshark, SNMP, etc.)

Bachelor's degree in Computer Science, Engineering, or equivalent

Excellent written and verbal communication skills, including the ability to explain complex technical concepts to non-technical audiences

Proven ability to manage multiple enterprise customers simultaneously, meet deadlines, and drive outcomes independently

Must possess a sense of proactivity and urgency in working with customers and meeting deadlines

Background in a customer facing technical role including but not limited to pre-sales/solutions engineering, demo engineering, technical account management, technical customer success management

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.

If you have a disability that prevents or limits your ability to use or access the site, or if you require any other accommodation in the application process due to a disability, you may request a reasonable accommodation. To make a request, please contact our People Team at:  people@netbraintech.com  and we will be happy to assist you.

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