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NinjaOne · 2 weeks ago

Customer Success Operations Manager

Austin, TX

Full-time

Hybrid

Mid Level

3+ years exp

NinjaOne is a company that automates IT to enhance visibility, security, and control for over 30,000 customers. The Customer Success Operations Manager will design and maintain processes for post-sales motions, collaborate with various teams, and drive operational excellence to improve customer outcomes.

Cyber SecurityDocument ManagementInformation ServicesSoftwareSoftware Engineering

Growth Opportunities

No H1B

Responsibilities

Design, document, and maintain global Customer Success operational processes: onboarding, adoption, renewal, expansion, and churn prevention

Define handoff frameworks between Sales → CS; ensure each motion has clearly defined stage criteria, ownership, and SLA

Partner with Sales Ops leads to embed processes into Salesforce and the broader Sales tech stack; collaborate with Systems to enable the workflow

Work with Analytics CoE and CS leadership to define, track, and report on key success metrics: e.g., Net Dollar Retention (NDR), Gross Retention Rate (GRR), Expansion ARR, Time-to-Value (TTV), Health Score adoption

Evaluate tooling and data flows for Customer Success (CS platform, Salesforce, usage/health tools); drive improvements, integrations, and reporting enhancements

Provide enablement, training, and documentation for CS operations: playbooks, handbooks, shared resources that scale globally

Identify operational bottlenecks, data quality issues, and friction points in CS workflows; propose and execute continuous improvement initiatives

Serve as a cross-functional liaison between CS, Sales, Systems, Analytics, and Product to drive strategic initiatives (e.g., adoption programs, risk-flag workflows, renewal/upsell campaigns)

Other duties as needed

Qualification

Customer Success OperationsProcess DesignSalesforce CRMData AnalysisSaaS Tools ExperienceCross-functional CollaborationProblem-solving MindsetCommunication Skills

Required

3+ years in Customer Success Operations, Customer Success business process, or equivalent in a SaaS environment. Preferably covering renewal/expansion and/or CS tooling

Strong process design and operational execution skills: you've taken ambiguous customer-lifecycle challenges and built scalable processes around them

Comfortable with data, dashboards, health scoring, and metrics — you can partner with analytics teams to translate outcome into actionable insights

Experience working with SaaS tools/platforms used in CS operations (e.g., Gainsight, Totango/Catalyst, Planhat or similar), and deep comfortability with Salesforce CRM handoff and lifecycle workflows

Excellent communication and cross-functional collaboration skills — you'll work across Sales, product, and systems teams globally

Problem-solver mindset and drive for operational excellence: you anticipate what's broken before it breaks and put preventive systems in place