Manager, Customer Success

NinjaOne•Austin, TX

2d•Hybrid

About The Position

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.

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 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 with Salesforce.

Nice To Haves

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

Responsibilities

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.
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.
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.
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.
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.