Customer Success Manager, Networks

NetBrain is looking for a Customer Success Engineer (CSE) based in India to own the full lifecycle of our customer relationships, from onboarding through adoption, expansion, and renewal. At NetBrain, CSEs 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. You'll do this by building deep relationships, driving measurable outcomes, and ensuring every customer renews and grows, backed by your own hands-on networking and technical background, so you can speak credibly to both the business outcome and the technical reality of the customer's network.

What You'll Do

• This is a full-ownership role. You are the primary post-sale contact for a portfolio of enterprise accounts.
• Run monthly check-ins, semi-annual QBRs, and annual Executive Business Reviews (EBRs) for strategic accounts, presenting technical use cases and adoption progress alongside business outcomes.
• Serve as the primary escalation point for your customers and the voice of the customer internally, including first-line technical triage before looping in Support or R&D.
• 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.
• Define customer-specific success metrics at contract start and track them throughout the lifecycle.
• Monitor product health via adoption dashboards; address low-utilization signals proactively, using your own technical background to diagnose the root cause, not just flag the number.
• Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes.
• Open and manage renewal opportunities in Salesforce 12 months before contract end.
• Lead the end-to-end renewal timeline: health assessment (9month), executive alignment (6month), proposal (4month), negotiation and legal coordination (2month), close (30 days out).
• Escalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan.
• Identify and qualify upsell opportunities across NetBrain modules, user seats, and new use cases, often surfaced through your own hands-on technical work inside the customer's network.

Who You Are

• 5+ years in a technical, customer-facing role within enterprise networking or infrastructure software e.g., Technical Account Manager, Network/Support Engineer (L2/L3), Solutions/Sales Engineer, NOC Engineer, or Post-Sales/Delivery Engineer. A generalist Customer Success or Account Management background without hands-on technical depth is not a fit for this role.
• Strong, hands-on understanding of enterprise networking, routing/switching fundamentals, troubleshooting methodology, and network diagnostics, gained through real operational or customer-facing experience (ISP, Cloud provider, MSP, or a complex enterprise network environment).
• Demonstrated ownership of renewal cycles, including negotiation and ARR accountability, or a clear, credible path to it from an adjacent technical account-ownership role.
• Experience managing a portfolio of complex enterprise accounts.
• Strong executive presence, comfortable presenting QBRs and EBRs to VP/C-level stakeholders, and equally comfortable going deep with network engineers on the technical detail.
• Working experience with Salesforce CRM, Gainsight or any other customer success platform for pipeline management, activity logging, and forecasting.
• Ability to interpret product usage and adoption data, and the underlying technical/network signals behind it, and translate both into customer-facing narratives.
• Excellent written and verbal communication skills; strong follow-through and organisational habits.

Preferred

• Familiarity with Gainsight or a comparable Customer Success platform.
• Background in building multi-threaded relationships across technical and business stakeholders simultaneously.
• Track record of GRR ≥ 90% and NRR ≥ 105% over multiple fiscal years.
• Exposure to SaaS environments or to automation-driven/observability platforms.
• Willingness to travel within your territory as required.

Nice to Have

• Networking certifications (CCNA, CCNP, JNCIA, or equivalent) — a plus.
• Experience with CRM or Customer Success platforms such as Salesforce, Gainsight, or HubSpot.
• Exposure to SaaS, automation-driven, or observability platforms.