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About the Role

NinjaOne is 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 shape account management strategies and foster a customer-centric culture.

Responsibilities

• Hire, lead, mentor, and develop a team of Account Managers.
• Set and maintain KPIs and performance targets, conduct regular performance reviews and check-ins, and create development plans.
• Foster a collaborative and high-performance culture within the team.
• Oversee the management of a portfolio of our largest and most important customers.
• Establish and maintain executive-level relationships with key customers.
• Analyze product usage data and customer feedback to identify trends, opportunities for improvement, and potential risks.
• Develop and execute strategic plans to identify and capitalize on renewals, cross-sell and up-sell opportunities.
• Establish and uphold KPIs that ensure the team conducts regular check-ins and touchpoints with customers.
• Collaborate with Sales, Marketing, Product, Support, and Services teams.
• Utilize Salesforce to track team activities, forecast opportunities, and communicate account status.
• Maintain detailed records of team performance, customer interactions, KPI's and growth metrics.
• Implement best practices for account management processes.
• Act as a customer advocate, championing their needs and feedback within the organization.
• Influence and inspire customers by presenting tailored solutions.
• Proactively resolve customer issues and escalations.

Requirements

• 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 clear communication, active listening, inspiration, confidence projection, and objection handling.
• Strong analytical mindset with the ability to identify root causes and develop solutions.
• Customer-focused, with a passion for providing exceptional service and value.
• High levels of organization and 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.
• Align with Ninja's values: Curiosity, Integrity, Kindness, Humility, Innovation.
• Committed to reinforcing and growing Ninja's values on your teams.

Skills

• Account Management
• Customer Success Management
• Team Leadership
• Mentoring
• Performance Management
• Strategic Planning
• Salesforce
• Data Analysis
• Customer Relationship Management
• Cross-functional Collaboration
• Communication (Written and Verbal)
• Consultative Selling

Location

• Austin, TX

Work Type

• Hybrid remote
• Full-time

Experience Level

• Manager

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Unlimited PTO

About the Company

• NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers.
• The NinjaOne automated endpoint management platform increases productivity, reduces security risk, and lowers costs for IT teams and managed service providers.
• NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support.
• NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.

Equal Opportunity

• 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.