Customer Success Manager, Networks

Overview

Customer Success Engineer (CSE) based in India who owns the full post-sale lifecycle of enterprise customer relationships, from onboarding through adoption, expansion and renewal, with hands-on technical depth in enterprise networking.

What you'll do

• Act as 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 customers and the voice of the customer internally, including first-line technical triage before looping in Support or R&D.
• Own every renewal in the portfolio from 12-month strategic planning through executed contract signature, with GRR of at least 90% and NRR of at least 105% as metrics.
• Define customer-specific success metrics at contract start and track them throughout the lifecycle.
• Monitor product health via adoption dashboards and proactively address low-utilization signals, diagnosing the root cause using your technical background.
• Deliver data-driven QBR materials that demonstrate ROI against stated business outcomes.
• Open and manage renewal opportunities in Salesforce 12 months before contract end, leading the end-to-end renewal timeline.
• Escalate at-risk accounts (churn probability above 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.

What you'll need

• 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.
• 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 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.

Nice to have

• 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 of at least 90% and NRR of at least 105% over multiple fiscal years.
• Exposure to SaaS environments or to automation-driven/observability platforms.
• Willingness to travel within your territory as required.
• Networking certifications (CCNA, CCNP, JNCIA, or equivalent) are a plus.
• Experience with CRM or Customer Success platforms such as Salesforce, Gainsight, or HubSpot.

Details

• Location: Hyderabad, India.
• Work mode: Hybrid.