NetBox Labs

Own success, retention, adoption, and expansion for enterprise customers while aligning product value with their business objectives. | Requires 5+ years in SaaS customer success or account management and experience managing complex technical customers and enterprise stakeholders. | About the Role As a Senior Customer Success Manager at NetBox Labs, you will own the long-term success and growth of a strategic portfolio of customers. Your primary responsibility is to ensure customers realize sustained value from NetBox Labs’ products and services, resulting in strong net revenue retention (NRR) and customer lifetime value (CLV). This role goes beyond day-to-day account management. You will operate as a trusted advisor, helping customers align NetBox Labs to their business and technical objectives, while proactively identifying risks and growth opportunities. You will also play a key role in shaping Customer Success strategy, processes, and best practices as the organization continues to scale. What You’ll Do Own NRR and CLV for a portfolio of mid-market and enterprise customers Develop and execute customer success plans aligned to customer goals and outcomes Drive onboarding, adoption, and ongoing value realization across the customer lifecycle Build executive-level relationships and engage regularly with senior customer stakeholders Partner with the renewals teams and sales to drive renewal and expansion conversations. Identify and mitigate churn risk through proactive engagement and clear action plans Use customer data and health signals to prioritize efforts and guide decision-making Advocate for customer needs internally, influencing Product and Engineering priorities Coordinate across Onboarding, Support, and Sales to deliver a cohesive customer experience Contribute to the development of Customer Success playbooks, metrics, and operating models Mentor and support more junior Customer Success Managers as needed What Success Looks Like Strong and predictable net revenue retention Customers achieving clearly defined, measurable outcomes with NetBox Labs Low churn and well-managed renewal cycles with minimal surprises Expansion driven by customer adoption and value, not transactional upselling Trusted advisor status with key customer stakeholders Improved Customer Success processes and maturity across the organization What We’re Looking For 5+ years of experience in Customer Success, Account Management, or a related role Proven track record of driving retention, expansion, and long-term customer value in a SaaS or subscription business Experience managing complex, technical customers and enterprise stakeholders Strong ability to translate technical capabilities into business value Comfort owning commercial outcomes, including renewals and expansions Strategic mindset with the ability to execute tactically Strong communication, negotiation, and stakeholder management skills Experience working cross-functionally in a growing organization Nice to Have Background in infrastructure, networking, DevOps, or automation Experience in a high-growth or scaling SaaS company Experience with open-source software or developer-focused platforms Prior experience mentoring or leading other CSMs About NetBox Labs: NetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open, composable products and supporting the network automation community. NetBox Labs is the commercial steward of open source NetBox, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox. NetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital. Our culture and values: We own and solve problems with high attention to detail. Our open source contributors, users, customers & team are all part of our community. When our community wins, we win. We prioritize simplicity and think twice before adding complexity Clear communication helps keep our team aligned and collaborating smoothly. NetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.

Design and build NetBox installation, upgrade, and operations software, including Kubernetes operators and controllers, while guiding technical direction and mentoring engineers. | Requires 7+ years of software development, strong Python and production SaaS experience, hands-on Kubernetes and observability expertise, and technical leadership. | NetBox Labs is seeking a Staff Software Engineer and Tech Lead for NetBox Delivery, a new team in our Applications group. NetBox is a product that reaches people in a few ways: our open source community runs NetBox OSS; commercial customers use NetBox Cloud (SaaS) or NetBox Enterprise (self-managed). NetBox Delivery owns everything between a NetBox Core release and a healthy, running instance on Cloud and Enterprise. We work closely with NetBox Core, the team that builds NetBox and its core plugins. We ship the software, keep an eye on it in production, and when something breaks, we fix it at the source rather than working around it. As Tech Lead, you set the technical direction for NetBox Delivery and write much of its code. You bring strong software engineering skills, SaaS experience, and hands-on DevOps and Kubernetes skills. You will be one of the first engineers on this team and help shape how it works. In this role you will: Design and build the software that installs, upgrades, and runs NetBox, such as Kubernetes operators, controllers, internal APIs, and release tooling Contribute to NetBox and its core plugins, in collaboration with NetBox Core, to make them faster and more reliable in production, from application startup to Postgres query performance Build observability into the software the team owns, and set the team's standards for testing, documentation, and SLOs Own the technical direction and architecture for how NetBox is built, released, and run on Cloud and Enterprise, as the team's primary technical decision maker Lead and mentor the team's engineers, including its SRE, through design and code review Work with NetBox Core and the Cloud, Enterprise, and Foundations teams to define release contracts and drive cross-team changes through RFCs Act as a technical escalation point during incidents and make sure postmortem actions get done Requirements: 7+ years of software development experience, including technical ownership of a production system or platform area Strong Python skills and experience with production SaaS applications; Django and Postgres preferred Experience building software on top of Kubernetes, such as operators, controllers, or deployment tooling, with a solid understanding of reconciliation loops, custom resources, and the Kubernetes API Experience building observability into applications, including error reporting, distributed tracing, metrics, and structured logging, with tools such as OpenTelemetry and Sentry Hands-on experience with several tools in our delivery stack: AWS, Kubernetes and Helm, GitHub Actions, ArgoCD or FluxCD, Terraform, and Prometheus and Grafana Experience leading engineering work without formal manager authority, including mentoring other engineers Hands-on experience building inside an AI-augmented development harness, including Claude Code and the workflows that make agentic tooling reliable A track record of making technical decisions under ambiguity and driving work across team boundaries, from writing the RFC to getting a cross-team migration done Nice to haves: Rust or Go programming experience Production experience with Django and Postgres at scale, including schema design, migration risk, and query performance Familiarity with the NetBox ecosystem or network automation Experience working in a B2B software startup or high-growth organization Open source contributions or project involvement Experience with self-managed or on-premises delivery Container build skills, including base image design and Python dependency management Experience with supply chain security, such as vulnerability scanning, image signing and SOC 2 controls for build pipelines About NetBox Labs: NetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open, composable products and supporting the network automation community. NetBox Labs is the commercial steward of open source NetBox, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox. NetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital. Our culture and values: We own and solve problems with high attention to detail. Our open source contributors, users, customers & team are all part of our community. When our community wins, we win. We prioritize simplicity and think twice before adding complexity Clear communication helps keep our team aligned and collaborating smoothly. NetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.