Customer Success Manager

Location: Anywhere(US)

At Network to Code, we’re leading the global movement toward automated, data-driven networking. As the trusted partner behind more successful network automation deployments than any other company, we help the world’s largest and most complex enterprises rethink how networks are built and managed.

Our flagship platform, Nautobot, is the industry’s most powerful Network Source of Truth & Automation solution—empowering teams to deploy, operate, and evolve their networks with greater precision, security, and speed. But we’re more than just a software company.

We’re a team of innovators, engineers, and lifelong learners committed to reshaping the future of networking. Backed by our deep automation expertise, open source leadership, and proven NetDevOps practices, we deliver outcomes that matter: improved reliability, enhanced security, and dramatically reduced operational costs.

If you’re passionate about solving real problems, driving change in enterprise networking, and building the future of network automation—we’d love to meet you.

Reporting to the Senior Customer Success Manager, you will own a portfolio of enterprise customers and play a key role in delivering a consistent, proactive customer experience across NTC’s growing customer base.

You will serve as the primary post-sales point of contact for your assigned accounts, partnering closely with Sales, Professional Services, Support, Product, and Engineering to ensure customers achieve their desired business outcomes and realize long-term value from their investment in Nautobot.

You are responsible for maintaining strong customer relationships, driving adoption, coordinating cross-functional activities, leading business reviews, and identifying potential risks before they impact the customer experience. While Sales owns the commercial relationship, Customer Success ensures customers experience NTC as a trusted long-term partner focused on operational success and continuous improvement.

What The Customer Experiences

NTC’s customers are enterprise technology leaders and engineering teams operating complex network environments. While day-to-day engagement often occurs with Network Engineers and Automation Engineers, Customer Success ensures every customer experiences a coordinated and strategic partnership.

From the customer’s perspective:

They have a dedicated Customer Success Manager who understands their environment, priorities, and desired business outcomes.
Questions, issues, and cross-functional requests are coordinated efficiently with clear ownership and communication.
Business reviews provide meaningful insights into adoption, operational progress, roadmap alignment, and future opportunities.
NTC’s Sales, Professional Services, Support, and Product teams operate as one aligned organization.
The relationship feels proactive, responsive, and focused on helping them maximize the value of Nautobot over time.

What Success Looks Like

In your first 90 days

Take ownership of your assigned customer portfolio following implementation, ensuring a smooth transition into long-term customer success.
Become familiar with customer success playbooks, success plans, and health scoring established by the Senior Customer Success Manager.
Build trusted relationships with customer stakeholders and understand each customer’s business objectives, technical environment, and success criteria.
Participate in customer business reviews and strategic planning sessions alongside senior team members.
Learn NTC’s products, delivery model, and cross-functional engagement processes.

On an ongoing basis

Serve as the primary Customer Success Manager for your assigned accounts, coordinating customer engagement across Sales, Professional Services, Support, Product, and Engineering.
Develop and maintain Success Plans that align customer objectives with measurable outcomes.
Lead regular customer check-ins, Quarterly Business Reviews (QBRs), and executive engagement sessions.
Monitor customer health, product adoption, engagement, and overall satisfaction, proactively identifying risks and recommending actions.
Coordinate customer requests, escalations, and cross-functional initiatives to ensure timely communication and resolution.
Partner with Sales to support renewal planning, identify expansion opportunities, and maintain long-term customer relationships.
Capture customer feedback and communicate product enhancement opportunities and operational trends to internal stakeholders.
Maintain accurate account documentation, customer health metrics, and engagement plans within NTC’s customer success platform.
Contribute to the continuous improvement of customer success playbooks, processes, and best practices as the organization grows.

SUBMIT RESUME

Experience & Qualifications

4–8 years of experience in Customer Success, Technical Account Management, Account Management, or related customer-facing roles within enterprise software, SaaS, or managed services. Networking or infrastructure experience is preferred.
Proven ability to build trusted relationships with enterprise customers and manage multiple strategic accounts simultaneously.
Demonstrated success establishing yourself as a trusted advisor to enterprise customers, with the organizational agility to balance multiple high-value accounts simultaneously.
Strong collaboration and communication skills with experience working across Sales, Professional Services, Support, Product, and Engineering organizations.
Strong communication skills with demonstrated success driving initiatives across Sales, Professional Services, Support, Product, and Engineering.
Experience leading customer meetings, business reviews, and executive conversations focused on business outcomes and customer value.
Commercial awareness and experience supporting customer renewals, adoption, and growth initiatives.
Strong commercial acumen with experience partnering with Sales to secure renewals, mitigate churn risks, and identify growth opportunities through high product adoption.
Technical aptitude with the ability to understand network automation, infrastructure platforms, or related enterprise technologies.
Technical aptitude; comfortable ‘talking shop’ and building credibility with Network and Automation Engineers, without needing to write code or configure infrastructure yourself.
Strong organizational and project management skills with the ability to coordinate multiple customer initiatives simultaneously.
Experience navigating customers from implementation through adoption, value realization, and ongoing success.
Industry experience in financial services, telecommunications, or other large enterprise environments is a plus.

At Network to Code, you won’t just work with the brightest minds in network automation—you’ll grow alongside them. We’re a team of builders, innovators, and mentors who believe in pushing the boundaries of what’s possible while lifting each other up along the way.

Our culture is rooted in collaboration, inclusivity, and shared purpose. With a remote-first mindset and a globally distributed team, we stay closely connected through virtual events, team-building sessions, and day-to-day collaboration—so no matter where you are, you’ll feel part of something bigger.

We’re proud to foster an environment where every voice is heard, every idea is valued, and every individual can thrive, whether you’re a seasoned expert or a rising star.

We’ve been recognized as an Inc. Best Workplace and named to the Inc. 5000 list of fastest-growing private companies—proof that we’re not only building cutting-edge solutions, but also a company where people love to work. Our impact has also been acknowledged in multiple Gartner reports, highlighting our leadership and innovation in the field.

Network to Code is proud to be an Equal Opportunity Employer dedicated to celebrating diversity and promoting a culture of inclusivity. We believe in equal opportunities for all employees and qualified applicants irrespective of race, religion, gender identity, sexual orientation, age, disability, national origin, genetic information, veteran status, or any other characteristic protected by law. In addition to federal law requirements, Network to Code is committed to complying with applicable state and local laws governing nondiscrimination in employment.

At Network to Code, we hire individuals who demonstrate aligned talent, merit, experience, and the potential to contribute significantly to our business’s success.

Our compensation packages are designed to be competitive, equitable, and tailored to each employee’s unique experience and qualifications. In addition to a base salary range, we offer discretionary bonuses, option grants, and a comprehensive benefits package. We believe in transparency and aim to ensure that our compensation structures reflect the value our employees bring to the organization and our customers.

Featured benefits

Medical insurance, Vision insurance, Dental insurance, 401(k), Paid maternity leave, Paid paternity leave, Tuition assistance

SUBMIT RESUME

Customer Success Manager