Senior Customer Success Manager

About The Role

IP Fabric’s Senior Customer Success Manager helps large, complex enterprises realize the full impact of Network Assurance. You will own the customer relationship, drive adoption, quantify value, and build long-term strategic relationships across Tier 1 and Tier 2 accounts.

This role sits at the intersection of customer outcomes, technical fluency, commercial ownership, and cross-functional coordination. You will partner closely with Post-Sales Solution Architects, who provide technical consulting, product guidance, implementation expertise, and architecture support.

As the CSM, you will lead the customer journey: aligning stakeholders, leading success planning, coordinating onboarding milestones, tracking adoption, managing renewal readiness, identifying risks, and surfacing expansion opportunities. You will ensure customers are progressing toward meaningful business and technical outcomes while bringing in the right technical resources at the right time.

As IP Fabric continues to scale, we’re looking for someone who brings a builder mindset alongside strong enterprise account management experience. You’ll thrive in a collaborative, high-growth environment where processes and best practices continue to evolve as the business grows, and where your ideas can directly influence how we operate. This is an opportunity to help shape and mature our Customer Success function by building scalable processes, playbooks, and best practices that improve both customer outcomes and team effectiveness.

What You'll Do

• Own the customer relationship and success strategy: Serve as the primary relationship owner and trusted advisor for Tier 1 and Tier 2 enterprise accounts, accountable for adoption, retention, value realization, renewal readiness, and expansion opportunity identification.
• Lead onboarding in partnership with technical experts: Lead the onboarding motion from a customer-success perspective by aligning stakeholders, defining success criteria, coordinating milestones, tracking progress, and ensuring accountability. Partner with Post-Sales Solution Architects, who own technical consulting, implementation guidance, and product-specific technical enablement.
• Drive adoption and maturity: Develop and execute tailored success plans aligned to each customer’s business objectives, technical workflows, priority use cases, adoption milestones, success metrics, and renewal priorities.
• Translate technical use cases into business value: Understand customer use cases to connect IP Fabric adoption to measurable outcomes such as reduced operational risk, faster incident resolution, improved network visibility, accelerated project delivery, and stronger compliance readiness.
• Lead commercial customer success motions: Own renewal planning, risk mitigation, stakeholder alignment, procurement coordination, and renewal forecasting. Identify expansion opportunities by understanding customer maturity, additional use cases, organizational whitespace, and evolving business priorities.
• Maintain customer health and forecast rigor: Track usage, adoption KPIs, stakeholder engagement, support trends, renewal risk, and expansion readiness. Maintain accurate internal documentation and reporting on customer health, forecast status, risks, and next steps.
• Coordinate cross-functional execution: Bring together Solution Architects, Sales, Support, Product, Marketing, Services, and customer stakeholders to remove blockers, resolve risks, and keep customer outcomes on track.
• Build multi-threaded relationships: Develop strong relationships across technical users, champions, economic buyers, procurement contacts, executive sponsors, and cross-functional stakeholders.
• Represent the voice of the customer: Capture customer feedback, friction points, product requests, and market signals. Partner with Product, Sales, and Marketing to influence roadmap, messaging, enablement, and customer programs while setting realistic expectations with customers.
• Help build and scale Customer Success best practices: Proactively identify opportunities to improve customer lifecycle processes, playbooks, and operating rhythms, and take initiative to design and implement practical solutions. Share what you learn with peers to raise the maturity of the team.

What You'll Need

• Enterprise customer success experience managing complex enterprise SaaS or infrastructure technology accounts with accountability for adoption, retention, renewals, customer health, and expansion support.
• Technical aptitude without needing to be the technical owner. Strong ability to quickly learn complex technical products, understand enterprise use cases, and engage credibly with technical stakeholders. You should be comfortable discussing customer workflows, desired outcomes, and technical priorities, and know when to bring in a Solution Architect for deeper technical guidance.
• Commercial acumen: Experience owning renewals, procurement cycles, risk mitigation plans, and expansion identification. Able to connect adoption and customer outcomes to ARR retention and growth.
• Value realization discipline: Ability to define success metrics, track adoption progress, quantify outcomes, and communicate value to both technical and executive audiences.
• Program management skills: Proven ability to manage multi-stakeholder customer initiatives with clear milestones, owners, timelines, decisions, risks, and follow-ups.
• Executive communication: Strong written and verbal communication skills with the ability to communicate clearly across practitioners, managers, directors, VPs, and C-level stakeholders.
• Proactive risk management: Ability to identify churn risk early, diagnose root causes, build mitigation plans, and coordinate the right internal and customer-side resources to resolve issues.
• Cross-functional collaboration: Experience partnering with Sales, Solution Architecture, Product, Support, Marketing, and Services to drive customer outcomes across the post-sales lifecycle.
• Builder mindset: A self-starter with an entrepreneurial spirit who takes ownership, is comfortable with change, and thrives where processes and best practices are still evolving. Brings a balance of strategic thinking and hands-on execution.

Nice to have

• Background in network operations, network automation, network observability, assurance platforms, cybersecurity, infrastructure, cloud, or IT operations.
• Experience supporting global, business-critical enterprise environments.
• Experience with value frameworks, ROI models, EBRs, or business cases tied to renewals and expansion.
• Experience using CS platforms such as Gainsight, Catalyst, Totango, Salesforce, or similar tools for health scoring, renewal forecasting, and lifecycle management, along with using AI to help improve CS tooling and workflows.

Benefits & Perks

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