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.

Additional Information

This position is NOT eligible for Visa sponsorship.

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