Manager, Customer Success

NinjaOne•Austin, TX

16h•Hybrid

About The Position

We are seeking a strategic, execution-focused, and data-driven leader to guide our Customer Success team through the next stage of NinjaOne’s growth. You will be accountable for driving measurable results across our customer base by improving retention, expanding adoption, and accelerating revenue growth. This role is both strategic and hands-on. You will define and execute success strategies, foster a culture of accountability and customer focus, and lead a team that consistently delivers impact. You will be responsible for coaching and scaling talent, monitoring key metrics, and ensuring customer objectives 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 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
2+ years’ of proven people leadership experience directly managing a team of Customer Success Managers or similar quota carrying 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
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

Team Leadership and Development: Hire, lead, mentor, and develop a team of Customer Success 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.
Strategic Account Management: Oversee the management of a portfolio of 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.
Drive Customer Growth: 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.
Operational Excellence: 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.
Customer Advocacy: 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.

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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