Manager, Customer Success, SLED

NinjaOne • Oldsmar, FL

12d • Hybrid

About The Position

We are seeking a strategic, execution-focused, and data-driven leader to guide our Customer Success team focused on State, Local Government, and Education (SLED) through the next stage of NinjaOne’s growth. You will be accountable for driving measurable results across our SLED portfolio and partner ecosystem by improving retention, expanding adoption, and accelerating revenue growth within public sector accounts.
This role is both strategic and hands-on. You will define and execute success strategies tailored to SLED customers and the channel partners who support them, foster a culture of accountability and customer focus, and lead a team that consistently delivers impact in complex public sector environments. You will be responsible for coaching and scaling talent, monitoring key metrics, and ensuring customer, partner, and regulatory requirements translate into tangible business outcomes for NinjaOne. Reporting to the Director of Customer Success, you will play a key role in shaping how we scale SLED success globally.
Location - Hybrid in Austin, TX (In the office 4 days per week Mon, Tues, Wed, & Thurs)

Requirements

• 3+ years' experience as an Account Manager or Customer Success Manager in the B2B SaaS space
• 3+ years’ experience working with SLED customers required; experience working with Channel Partners, Value Added Resellers, or Distributors supporting public sector accounts strongly preferred
• 2+ years’ of proven people leadership experience directly managing a team of Customer Success Managers or similar quota-carrying customer-facing roles
• Demonstrated understanding of public sector procurement cycles, funding models, and stakeholder environments within State, Local Government, or Education organizations
• Exceptional consultative skills, including the ability to communicate clearly, actively listen, inspire, project confidence, and overcome objections within complex multi-stakeholder environments
• 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 measurable value to public sector organizations
• High levels of organization and the ability to prioritize tasks effectively within structured and compliance-driven environments
• Ability to work collaboratively with cross-functional teams and influence without direct authority
• Fluent in English, with excellent written and verbal communication skills
• Experience with Salesforce required
• 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

Nice To Haves

• Experience in the SaaS/cloud industry or within the IT industry is a plus

Responsibilities

• Hire, lead, mentor, and develop a team of SLED-focused Customer Success Managers, providing guidance and support to help them achieve their goals across public sector accounts and supporting channel partners.
• Set and maintain KPIs and performance targets aligned to SLED retention, adoption, and expansion goals. Conduct regular performance reviews and check-ins, and create development plans to boost team skills and growth, supported by continuous training and resource sharing specific to public sector needs and procurement environments.
• Foster a collaborative and high-performance culture within the team, promoting accountability, creativity, and continuous improvement while navigating the unique dynamics of government and education customers.
• Oversee the management of a portfolio of SLED customers and their supporting channel partners, ensuring high levels of satisfaction, compliance alignment, and retention.
• Establish and maintain executive-level relationships with key SLED stakeholders and channel partners, acting as a trusted advisor and point of escalation within public sector environments.
• Analyze product usage data, contract structures, funding cycles, and customer feedback to identify trends, opportunities for improvement, and potential risks. Implement strategies to enhance product adoption, align to budget cycles, and reduce churn within SLED accounts.
• Develop and execute strategic plans to identify and capitalize on renewals, cross-sell, and up-sell opportunities within the SLED customer base, in alignment with public sector procurement processes and partner-led motions.
• Establish and uphold KPIs that ensure the team conducts regular check-ins and strategic touchpoints with customers and partners, addressing evolving needs, compliance requirements, and capturing opportunities for expansion and long-term growth.
• Collaborate with Sales, Channel, Marketing, Product, Support, and Services teams to drive SLED customer success and optimize the public sector customer journey.
• Utilize Salesforce to track team activities, forecast renewals and expansion opportunities, and communicate account status and progress accurately across SLED accounts and partner-supported engagements.
• Maintain detailed records of team performance, customer interactions, KPIs, and growth metrics specific to public sector accounts. Regularly report on these metrics to senior management to facilitate data-driven decisions.
• Implement best practices for SLED account management processes, ensuring consistency, efficiency, scalability, and alignment with public sector procurement cycles and partner collaboration.
• Act as a SLED customer advocate, championing their needs, compliance requirements, and feedback within the organization.
• Influence and inspire SLED customers and partners by presenting tailored solutions that address public sector challenges and drive long-term success and loyalty.
• Proactively resolve customer and partner issues and escalations, ensuring a high level of satisfaction across complex stakeholder environments.
• Other duties as needed.

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 opportunities for growth and advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed