NetBrain Technologies: Sr. Director, Customer Success

Overview

NetBrain technologies, the market leader in network automation based in Burlington MA, is looking for a Director, Customer Success, to be the be the leader of Customer Success for our 2000+ Enterprise customers. You will have the opportunity to build up a world class team focused on delivering value for our growing customer base and help them take their NetBrain usage to the next level. If you enjoy partnering with Enterprises to solve real problems through providing visibility and automation in their network environments, and develop a critical and growing function within an Enterprise Software company, NetBrain is the place to be.

Responsibilities

- Define and optimize the customer adoption lifecycle to drive true value for Enterprise customers
- Be the expert in helping global network organizations visualize and automate their network operations
- Drive and facilitate greater customer advocacy and reference-ability
- Evangelize new product features and provide customer feedback to product, engineering and sales/marketing teams
- Lead and represent customer success across NetBrain’s functions, help foster company-wide culture of Customer Success
- Collaborate closely with Renewals, Expansion and Sales – work hand in hand with the sales organization to achieve retention and upsell targets
- Define and own key metrics for the customer success team, including production adoption, usage, NPS, deployment, team development
- Build, mentor and inspire a world-class customer success team

Qualifications

- Experience as a leader responsible for Professional Services/Account Management/Customer Success for a software or related business (Network background preferred)
- Passion and superior understanding of IT organizations, pain points and ITIL processes
- Deep passion for customers and extremely proactive in continuous improvement
- Experience in hiring, retaining and developing top caliber talent
- Willing to travel periodically based on customer and business need
- Bachelors (BA/BS) degree required

Full-time

Employee Testimonials

Michael Moore
Account Executive

Working at NetBrain is great. The technology is always growing, and the product really solves a pain point for many customers. NetBrain is a tightly knot organization, and everyone is willing to help with any issue you may face.

Francis Fede
Customer Support Representative

I decided to work for NetBrain because of the vision the company has for the future of its product and its employees. The CEO's vision for his employees' growth is awesome. His encouragement for us to strive to move into higher positions is inspiring.