Customer Success Manager

IP Fabric’s Customer Success Manager helps large, complex enterprises realize the full impact of Network Assurance. You’ll drive adoption, quantify value, and build long-term strategic relationships across Tier 1 and Tier 2 accounts. The role sits at the intersection of technical project leadership, commercial outcomes, and cross-functional coordination. You will lead, with support of Post-Sales Solution Architects, the customer onboarding process and ensure technical adoption of our core use cases. You will also lead success planning, business value proof points, stakeholder alignment, renewals, and expansion for your enterprise customer base. 

• Own customer success plans for all Tier 1–2 accounts in partnership with a Post-Sales Solution Architect; lead onboarding while the Architect provides consulting and technical guidance.
• Run technical programs: coordinate SMEs and executive stakeholders on both sides, handle escalations, and map use cases that deliver meaningful outcomes.
• Drive adoption and maturity: identify gaps, design action plans, and track progress against measurable milestones.
• Quantify and communicate value: capture metrics such as avoided security risk, faster incident resolution, and accelerated project delivery; build internal consensus with customer champions.
• Lead commercial motions: manage renewals, support procurement cycles, and uncover ARR expansion opportunities (upsell/cross-sell).
• Forecast with rigor: maintain internal documentation and reporting on renewal risk, expansion pipeline, and customer health.
• Monitor performance: track usage, adoption KPIs, and leading indicators of churn; address risks before they escalate.
• Build relationships: develop deep, multi-threaded relationships with key accounts and executive sponsors.
• Be the customer’s voice: relay feedback to Product, Sales, and Marketing to influence roadmap and go-to-market, while setting realistic expectations with customers. 
• Collaborate cross-functionally to remove blockers and deliver outcomes on agreed timelines. 

• Technical fluency in enterprise networking concepts and comfort engaging highly technical stakeholders; capable of shaping use cases and discussing architectures.
• Project leadership: proven track record running multi-workstream customer programs with clear owners, decisions, timelines, and follow-ups.
• Commercial acumen: confidence working through enterprise procurement, renewals, and expansion conversations; able to translate technical outcomes into business value and ARR impact.
• Executive communication: crisp written and verbal skills, from hands-on teams to VP/C-suite.
• Customer health mindset: experience building dashboards or reports across usage, adoption, risk, and renewal forecasts.
• Proactive problem solving: habit of spotting issues early and rallying the right people to resolution.
• Collaboration skills: success working with Sales, Product, Marketing, and Services in a post-sales lifecycle.

Nice to have

• Background in network operations, network automation, or assurance platforms.
• Experience supporting global, business-critical environments.
• Prior work with value frameworks (e.g., ROI models, business cases) tied to renewals and expansion.

• 25 days of paid time off.
• ClassPass Wellness Program.
• Anniversary Rewards.
• Health, Dental and Vision Insurance.   
• Employer-matched 401(k) plan.