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NinjaOne · 1 day ago

Manager, Customer Success

Austin, TX

Full-time

Hybrid

Mid, Senior Level

3+ years exp

NinjaOne is a company focused on automating IT management for visibility, security, and control over endpoints. The Manager of Customer Success will lead the Customer Success team to drive customer retention, adoption, and revenue growth through strategic planning and execution, while fostering a high-performance culture within the team.

Cyber SecurityDocument ManagementInformation ServicesSoftwareSoftware Engineering

Growth Opportunities

No H1B

Responsibilities

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

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

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

Qualification

Customer Success ManagementStrategic PlanningSalesforceTeam LeadershipAnalytical SkillsB2B SaaS ExperienceConsultative SkillsFluent in EnglishCross-functional Collaboration

Required

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