Customer Success Manager, Networks

Hyderabad, India | Hybrid · Hyderabad - Hybrid · 2+ years experience · Hybrid · Posted Oct 9, 2026

At a glance

The Customer Success Manager, Networks is a key member of the post-sales organization, owning customer relationships across adoption, renewal, and expansion for a portfolio of enterprise accounts.
You are the primary point of contact for customer stakeholders including C-level executives in this commercially led role.

Build and own stakeholder relationships across IT Operations, Network Engineering, and executive leadership within your accounts.
Run regular check-ins and quarterly/annual business reviews, communicating NetBrain's value alongside adoption progress.
Serve as the primary point of escalation for your customers and the internal voice of the customer, looping in Support or R&D when technical depth is needed.
Define customer-specific success metrics and track them through the account lifecycle, monitoring adoption and flagging low-utilization signals.
Deliver business-review materials that connect product usage to the outcomes customers care about.
Own renewal status and forecasting for your accounts, running the renewal process end to end.
Identify and qualify expansion opportunities, applying ARR, GRR, and NRR concepts to prioritize your time.
Log customer activity and renewal/expansion status in Salesforce (or Gainsight), relay customer feedback to Product, and nominate satisfied customers for case studies and references.

Commercial experience owning a block of business plus the ability to understand the product's technical aspects well enough to explain them to customers and run a demo when needed.
5–6 years of overall experience, with 2+ years in a customer-facing role.
Strong communication and executive presence, comfortable presenting to both technical stakeholders and C-level executives.
Experience identifying expansion opportunities and fluency with ARR, GRR, NRR, and product adoption metrics.
Bachelor's degree in Computer Science, Engineering, Business, or equivalent experience.

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