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 orchestration. 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 orchestrate 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.

Responsibilities

• 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.
• 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.
• 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, 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.

Requirements

• Enterprise customer success experience managing complex enterprise SaaS or infrastructure technology accounts with accountability for adoption, retention, renewals, customer health, and expansion support.
• 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 orchestration skills: Proven ability to manage multi-stakeholder customer initiatives with clear milestones, owners, timelines, decisions, risks, and follow-ups.
• Executive communication

Benefits

Additional Information

About IP Fabric Join a pioneering force in network automation! At IP Fabric, we enable people to uncover the truth about their networks. Built by network professionals and industry experts, our innovative solutions are transforming how enterprises manage their networks. As a post-Series B company, we're expanding rapidly across Europe, the U.S., and beyond.

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