Job Summary

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 - and this is a commercially led role rather than a networking role: you dont need to be a network engineer, but you do need enough technical fluency to understand how customers use the product, explain it credibly, and run a demo when needed.

Responsibilities

- 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 NetBrains 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 - health check, stakeholder alignment, proposal, and close - with Sales supporting on commercial terms. Escalate at-risk accounts early with a clear recovery plan.
- Identify and qualify expansion opportunities - additional modules, seats, or use cases - applying ARR, GRR, and NRR concepts to prioritize your time. Partner with the Account Executive on expansion proposals and demonstrations.
- 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.





Who You Are

- Commercial experience owning a block of business - adoption, renewals, or onboarding - if you dont come from a networking background, plus the ability to understand the products 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 (Customer Success, Support, NOC, Delivery, or similar).
- Strong communication and executive presence, comfortable presenting to both technical stakeholders and C-level executives; outcome-driven, with solid problem-solving and the ability to manage multiple customers and priorities at once.
- Customer success experience in a technical product environment - infrastructure, network security, or another technically complex product - strongly preferred.
- Working understanding of enterprise networking concepts (routing/switching, BGP, OSPF, VLANs) helpful but not required; a non-networking candidate with a strong commercial background will still be considered.
- Experience identifying expansion opportunities and fluency with ARR, GRR, NRR, and product adoption metrics.
- Exposure to network or infrastructure vendors (e.g., SolarWinds, Check Point, Fortinet, Juniper, Cisco) or to enterprise/Global 2000 customers preferred.
- Bachelors degree in Computer Science, Engineering, Business, or equivalent experience.

Nice to Have

- Networking certifications (CCNA, CCNP, JNCIA, or equivalent) - a plus, not a requirement.
- Experience with CRM or Customer Success platforms such as Salesforce, Gainsight, or HubSpot.
- Exposure to SaaS, automation-driven, or observability platforms.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Customer Success Manager, Networks (Hyderabad)
🏢 NetBrain Technologies
📍 Hyderabad