Enterprise Customer Success Manager

NinjaOne•Austin, TX

1d•Hybrid

About The Position

The Enterprise Customer Success Manager is responsible for managing and growing relationships with the company’s largest and most strategic customers. This role oversees a high-value book of business totaling approximately $650K in monthly recurring revenue , consisting of enterprise-level accounts with complex operational needs. The Enterprise CSM serves as a trusted advisor, ensuring customers receive exceptional service, fully leverage the platform’s capabilities, and align the software with their business objectives. This role goes beyond reactive support by delivering proactive engagement, strategic guidance, and long-term account value. Location - Hybrid in Austin, TX or Tampa, FL - (In the office 4 days per week Mon , Tues , Thurs, Fri )

Requirements

Proven experience managing high-value SaaS accounts, preferably in an RMM or MSP-focused environment
Strong relationship-building and communication skills, including executive-level interactions
Ability to understand technical solutions and translate them into business value
Experience conducting QBRs, onsite visits, and strategic account planning
Highly organized, proactive, and customer-focused with strong problem-solving abilities

Responsibilities

Strategic Account Management Own and manage a portfolio of enterprise customers with high monthly spend and complex environments
Act as the primary point of contact and advocate for enterprise clients across all internal teams
Build and maintain strong executive and operational relationships within customer organizations
Customer Experience & Retention Ensure all technical, billing, and account-related issues are resolved efficiently through coordination with internal teams
Proactively monitor account health, usage, and satisfaction to prevent churn
Deliver a white-glove customer experience that reinforces the customer’s importance to the organization
Business & Technical Enablement Develop a deep understanding of each customer’s business model, market segment, and service offerings
Ensure customers are utilizing the RMM platform to its fullest capabilities
Identify opportunities to improve workflows, efficiency, and outcomes through product features and best practices
Onsite Visits & Executive Engagement Conduct onsite customer visits as required to strengthen relationships and gain deeper insight into customer operations
Lead Quarterly Business Reviews (QBRs) to review performance, outcomes, goals, and future initiatives
Present data-driven insights, usage metrics, and strategic recommendations to customer stakeholders
Revenue Growth & Expansion Identify and drive opportunities for account expansion through additional products and services
Collaborate with Sales and Leadership to support upsell and cross-sell initiatives
Ensure customers clearly understand the value of expanded offerings and how they enhance their business
Internal Collaboration Partner closely with Technical Support, Product, Billing, and Sales teams to deliver seamless service
Represent the voice of enterprise customers internally to influence product improvements and service enhancements
Success Metrics Customer retention and satisfaction within enterprise accounts
Growth of monthly recurring revenue within assigned book of business
Product adoption and utilization across enterprise customers
Strength and longevity of customer relationships

Benefits

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 opportunity for growth and advancement.

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