Customer Success Manager, Scaled

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. 

About The Role

As IP Fabric’s customer base grows across enterprise network engineering teams, we need a new CS motion built for scale. The Scaled Customer Success Manager will own a large portfolio of mid-tier accounts, building automated engagement programs and one-to-many touchpoints that keep customers progressing, securing renewals through channel partners, and knowing when to step in with a direct conversation.

You’ll work with Product Marketing and Demand Gen on customer content, design and send targeted outreach that helps customers get more from IP Fabric, and keep the renewal pipeline moving on time and in forecast. You’ll partner with Sales on growth handoffs and opportunities, with Solution Architects when accounts need technical depth, and with Product to feed customer insights back into how we build and go to market.

What You'll Do

• Own the end-to-end engagement model for your mid-tier portfolio, running digital-led programs that drive activation, adoption, retention, and upsell.
• Step in with direct conversations when it counts: onboarding kickoffs, expansion conversations, renewal discussions, and risk interventions. You know when a human touch makes the difference
• Own the full renewal cycle for Tier 4 accounts: prepare quotes for renewal conversations, coordinate with channel partners, track procurement timelines, and close on time. You’re accountable for renewal outcomes across your entire book.
• Monitor customer health signals across your portfolio: usage trends, adoption gaps, ticket activity, and renewal risk indicators. Prioritize your time based on what the data tells you and act before risk escalates.
• Forecast renewals with accuracy: maintain clean pipeline data in Salesforce, flag risk early, and keep internal documentation current on renewal status and customer health.
• Provide technical guidance: develop strong product expertise to help customers understand how IP Fabric fits their network environment, shape use cases and translate technical capabilities into business value.
• Bring customer trends and insight back to Product, Sales, and Marketing: recurring friction points, feature gaps, and opportunities that only surface when you’re watching a large segment.
• Manage competing priorities across a large book. Get up to speed fast on unfamiliar accounts, focus where the business impact is highest, and keep quality consistent even when volume spikes.
• Partner cross-functionally with Sales on handoffs and growth, Solution Architects on technical escalations, Support on ticket resolution, and Marketing on customer campaigns and content.

What You'll Need 

• 2–3+ years in a scaled or digital-touch Customer Success role, or as a CSM managing a high- volume book of business (50+ accounts). You’ve operated in a model where efficiency and prioritization matter as much as customer empathy.
• Technical aptitude or fluency in enterprise networking concepts and comfort engaging highly technical stakeholders. You can quickly master complex products, translate technical concepts across audiences, can shape use cases, discuss architectures, and hold your own in conversations with network engineers.
• Experience building and executing digital customer engagement programs: personalized email campaigns, lifecycle-triggered outreach, one-to-many programs that drove measurable adoption or retention outcomes.
• Commercial comfort with renewals and channel partners: you’ve managed renewals end-to-end and understand the dynamics of working through resellers and distributors, not just direct sales.
• Excellent written communication in English. You’ll write emails that customers actually open and respond to: clear, relevant, and worth their time.
• A data-driven mindset: you monitor health metrics and usage data to prioritize your time, spot risk, and measure whether your programs are working.
• Comfort operating without a playbook: this is a new motion at IP Fabric. You’ll build the process as you go, learn what works, adjust what doesn’t, and shape the program as it grows.
• Comfort working with AI tools like Claude AI and Cowork to enhance productivity, automate repetitive tasks, and deliver personalized customer engagement at scale. You see AI as a force multiplier for how you manage your book.

Nice to have

• Experience with HubSpot or similar marketing/engagement platforms for building and tracking email campaigns.
• Familiarity with Gong for reviewing customer interactions and identifying patterns across a portfolio.
• Background in network operations, network automation, or infrastructure assurance platforms.
• Czech, Italian, or other European language skills.
• Experience working in a SaaS company selling into technical or engineering buyer personas.
• Experience standing up a scaled CS program from zero and proving its impact on retention or expansion.

Benefits & Perks 

• 25 days of holidays + 5 flexi-days.
• Pluxee Flexi Card (up to 16 000 CZK per year)
• Hybrid role, 2 core days in the office.
• Anniversary rewards.
• Collaboration with diverse, international teams.  
• A pet-friendly office at IP Pavlova.   
• Complementary and yummy snacks, coffee, brew and refreshments.  
• Regular team and company events.

Join us to experience the unique culture of a founder-led startup, where from top to bottom everyone is hands-on and has a chance to make a tangible impact on influential enterprises worldwide. Being part of IP Fabric means being part of a flexible environment that prioritizes work-life balance and growth opportunities.