{"id":2166500,"url":"https://alion.io/job/netbrain-customer-success-manager-networks","title":"Customer Success Manager, Networks","company":{"id":716670,"name":"NetBrain","domain":"netbrain.com","url":"https://alion.io/company/netbrain-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":77,"open_postings":11,"ghost_share":0,"stale_share":0.909,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false},{"name":"HubSpot","optional":true}],"status":"live","first_seen_at":"2026-10-09T09:03:38Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-23T23:57:16Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"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.\nNetBrain 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.\nWhat You'll Do\nThis is a full-ownership role. You are the primary post-sale contact for a portfolio of enterprise accounts.\nRun 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.\nServe 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.\nYou own every renewal in your portfolio, from 12-month strategic planning through executed contract signature.\nGRR ≥ 90% and NRR ≥ 105% are your metrics. You run the process; Sales supports you.\nDefine customer-specific success metrics at contract start and track them throughout the lifecycle.\nMonitor 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.\nDeliver data-driven QBR materials that demonstrate ROI against stated business outcomes.\nOpen and manage renewal opportunities in Salesforce 12 months before contract end.\nLead the end-to-end renewal timeline: health assessment (9month), executive alignment (6month), proposal (4month), negotiation and legal coordination (2month), close (30 days out).\nEscalate at-risk accounts (churn probability > 50%) to VP CS within 24 hours with a joint recovery plan.\nIdentify 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.\nWho You Are\n5+ 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.\nStrong, 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).\nDemonstrated ownership of renewal cycles, including negotiation and ARR accountability, or a clear, credible path to it from an adjacent technical account-ownership role.\nExperience managing a portfolio of complex enterprise accounts.\nStrong executive presence, comfortable presenting QBRs and EBRs to VP/C-level stakeholders, and equally comfortable going deep with network engineers on the technical detail.\nWorking experience with Salesforce CRM, Gainsight or any other customer success platform for pipeline management, activity logging, and forecasting.\nAbility to interpret product usage and adoption data, and the underlying technical/network signals behind it, and translate both into customer-facing narratives.\nExcellent written and verbal communication skills; strong follow-through and organisational habits.\nPreferred\nFamiliarity with Gainsight or a comparable Customer Success platform.\nBackground in building multi-threaded relationships across technical and business stakeholders simultaneously.\nTrack record of GRR ≥ 90% and NRR ≥ 105% over multiple fiscal years.\nExposure to SaaS environments or to automation-driven/observability platforms.\nWillingness to travel within your territory as required.\nNice to Have\nNetworking certifications (CCNA, CCNP, JNCIA, or equivalent) - a plus.\nExperience with CRM or Customer Success platforms such as Salesforce, Gainsight, or HubSpot.\nExposure to SaaS, automation-driven, or observability platforms.\nNetBrain invites all interested and qualified candidates to apply for employment opportunities.\nQualified 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.\nIf 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:  and we will be happy to assist you.\nIn compliance with applicable laws, NetBrain conducts holistic, individual background reviews in support of all hiring decisions.\nIt is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. 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