Manager, Customer Success

About the Role

As NinjaOne continues its remarkable growth journey, we are seeking a dynamic Manager of Customer Success to lead and inspire a team of Account Managers. This role is critical in driving the success of our customer relationships, ensuring exceptional service, and achieving growth targets. You will play a pivotal role in shaping our account management strategies and fostering a customer-centric culture within the team. As a Manager, Customer Success, you will be responsible for overseeing the performance of your team, ensuring they build and maintain strong, long-lasting customer relationships and achieve their business objectives.

Location: Hybrid remote in Austin, TX. In the office 4-days per week.

What You’ll be Doing 

Team Leadership and Development: 

•   Hire, lead, mentor, and develop a team of Account Managers, providing guidance and support to help them achieve their goals. 
•   Set and maintain KPIs and performance targets, conduct regular performance reviews and check-ins, and create development plans to boost team skills and growth, supported by continuous training and resource sharing. 
•   Foster a collaborative and high-performance culture within the team, promoting accountability, creativity, and continuous improvement. 

Strategic Account Management: 

•   Oversee the management of a portfolio of our largest and most important customers, ensuring high levels of satisfaction and retention. 
•   Establish and maintain executive-level relationships with key customers, acting as a trusted advisor and point of escalation. 
•   Analyze product usage data and customer feedback to identify trends, opportunities for improvement, and potential risks. Implement strategies to enhance product adoption and reduce churn. 

Drive Customer Growth: 

•   Develop and execute strategic plans to identify and capitalize on renewals, cross-sell and up-sell opportunities within the customer base. 
•   Establish and uphold KPIs that ensure the team conducts regular check-ins and touchpoints with customers, addressing their needs and capturing opportunities for additional expansion and growth. 
•   Collaborate with Sales, Marketing, Product, Support, and Services teams to drive customer success and optimize the customer journey. 

Operational Excellence: 

•   Utilize Salesforce to track team activities, forecast opportunities, and communicate account status and progress accurately. 
•   Maintain detailed records of team performance, customer interactions, KPI's and growth metrics. Regularly report on these metrics to senior management to facilitate data-driven decisions. 
•   Implement best practices for account management processes, ensuring consistency, efficiency, and scalability. 

Customer Advocacy: 

•   Act as a customer advocate, championing their needs and feedback within the organization. 
•   Influence and inspire customers by presenting tailored solutions that drive their success and loyalty. 
•   Proactively resolve customer issues and escalations, ensuring a high level of customer satisfaction. 
•   Other duties as needed.  

About You 

•   2-3 years' experience as an Account Manager or Customer Success Manager in the b2b SaaS space. 
•   Proven people leadership experience directly managing a team of Account Managers or similar customer-facing roles. 
•   Exceptional consultative skills, including the ability to communicate clearly, actively listen, inspire, project confidence, and overcome objections. 
•   Strong analytical mindset with the ability to identify root causes and develop adequate solutions quickly. 
•   Customer-focused, with a passion for providing exceptional service and value. 
•   High levels of organization and the ability to prioritize tasks effectively. 
•   Ability to work collaboratively with cross-functional teams and influence without direct authority. 
•   Excellent written and verbal communication skills. 
•   Experience in the SaaS/cloud industry or within the IT industry is a plus. 
•   Experience with Salesforce, 
•   You align with the demonstrated values that have made Ninja great: Curiosity, Integrity, Kindness, Humility, Innovation, and are committed to reinforcing and growing this mindset on your teams. 
  

About us

NinjaOne unifies IT to simplify work for nearly 40,000 customers in 140+ countries. ​

The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organizations give employees a great technology experience at work. ​

NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.

What You’ll Love

We are a collaborative, kind, and curious community.

We honor your flexibility needs with full-time work that is hybrid remote.

We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.

We help you prepare for your financial future with our 401(k) plan.

We prioritize your work-life balance with our unlimited PTO.

We reward your work with opportunities for growth and advancement.

Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.

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