Customer Success Manager

NinjaOne•Tampa, FL

9d•Hybrid

About The Position

The Customer Success Manager owns a portfolio of existing customer accounts and serves as the primary point of contact for account-related matters. The role focuses on building strong customer relationships, understanding customer needs, promoting product adoption and best practices, and identifying opportunities to cross-sell and up-sell NinjaOne products and services. The manager works to support customer satisfaction while growing the company’s business and maximizing profit. The position is hybrid in Tampa, Florida, or Austin, Texas, with four days per week in the office: Monday, Tuesday, Thursday, and Friday. It involves frequent phone interaction, customer communication, account research, and documentation and opportunity management in Salesforce.

Requirements

Exceptional consultative skills, including clear communication, active listening, inspiring others, projecting confidence, and overcoming objections.
Ability to influence and inspire customers as a customer advocate and product expert.
Polished verbal and written communication skills.
Resilience and calmness when guiding customers through issues and escalations.
Proven track record of achieving and maintaining sales targets.
Extensive IT knowledge.
Experience as an Account Manager and enjoyment of owning a portfolio of accounts and guiding customers through the customer journey.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Grow an individual book of business within a portfolio of existing accounts.
Proactively engage and reach out to accounts on a regular basis.
Serve as the single point of contact for assigned accounts and build relationships to identify, qualify, and develop cross-sell and up-sell opportunities.
Communicate with customers and respond to client requirements quickly and efficiently.
Analyze customer needs and present solutions that meet customer requirements.
Build and maintain relationships with stakeholders to support customer satisfaction and identify growth opportunities.
Research and document relevant contact information for existing leads in Salesforce.
Use Salesforce to document activities, forecast opportunities accurately, and communicate opportunity information appropriately.
Maintain knowledge of market conditions and competitive activities.
Perform other duties as needed.