Meet Melissa Chumbley, the CSM Who Treats Customer Challenges as Her Own

Meet Melissa Chumbley, our Customer Success Manager, who has been with NetBox Labs for two and a half years. She started in October 2023 as the company’s first and only SDR, a role she held for about a year and a half before stepping into the CSM seat she had always wanted.

Today, Melissa works alongside support on customer inquiries, partners with the team on onboarding, and stays close to customers across renewals, feature conversations, and long-term planning. “I love making an impact and building foundational elements that focus on customer alignment,” she says. “I still hear from early prospects I cultivated, and now I get to step into another building role with long lasting communication with customers.”

The work she is proudest of speaks to that builder instinct. On the pre-sales side, she helped lay down the resource docs, templates, planning structure, and mindset that the now-larger SDR team runs on. On the post-sales side, she built out the active onboarding slide deck that kicks customers off with their CSE and CSM together. “The true customer journey starts with the prospect’s first engagement,” she shares. “Creating those collaborative relationships early means meeting future customers where they are.”

Melissa describes her challenges as a direct reflection of her customers’ challenges. “It’s important to not just get the fix for now. It’s important to re-evaluate and see if there are more solutions to avoid similar hurdles in the future.” That posture, she says, is what keeps the work honest and gives her real perspective into customer health.

The culture at NetBox Labs gives her room to do that. “I could never get through my role without bouncing things off teammates, getting other ideas, or pinging our amazing technical people for a sanity check,” she shares. “Being timely to customers means a level of commitment internally to get and give help. I’m grateful for all my teammates who lean in.”

Her advice for anyone starting out in customer success? “Open the door as wide as possible. Building trust and transparency starts with learning and sharing experiences and feedback with customers. If you can reach out to them before they need you, they feel like they can lean in and give you honest insight into their projects and efforts.”

Outside of work, Melissa is chasing the next adrenaline rush. Swimming with whale sharks, bungee jumping, dune buggies across the sand dunes of Peru, and a long weekend in Milan to catch the start of the Olympics. Closer to home, she is working on her pasta making, walking her dog around the ski village, and waiting on the next good snowstorm.

Find Melissa on LinkedIn to connect. Read more about our culture and check out our open roles here: netboxlabs.com/careers