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NinjaOne · 1 day ago

Enterprise Customer Success Manager

Austin, TX

Full-time

Hybrid

Mid, Senior Level

NinjaOne is a company that automates IT management for over 30,000 customers. The Enterprise Customer Success Manager is responsible for managing and growing relationships with the company’s largest customers, ensuring they receive exceptional service and leverage the platform effectively.

Cyber SecurityDocument ManagementInformation ServicesSoftwareSoftware Engineering

Growth Opportunities

No H1B

Responsibilities

Own and manage a portfolio of enterprise customers with high monthly spend and complex environments

Act as the primary point of contact and advocate for enterprise clients across all internal teams

Build and maintain strong executive and operational relationships within customer organizations

Ensure all technical, billing, and account-related issues are resolved efficiently through coordination with internal teams

Proactively monitor account health, usage, and satisfaction to prevent churn

Deliver a white-glove customer experience that reinforces the customer’s importance to the organization

Develop a deep understanding of each customer’s business model, market segment, and service offerings

Ensure customers are utilizing the RMM platform to its fullest capabilities

Identify opportunities to improve workflows, efficiency, and outcomes through product features and best practices

Conduct onsite customer visits as required to strengthen relationships and gain deeper insight into customer operations

Lead Quarterly Business Reviews (QBRs) to review performance, outcomes, goals, and future initiatives

Present data-driven insights, usage metrics, and strategic recommendations to customer stakeholders

Identify and drive opportunities for account expansion through additional products and services

Collaborate with Sales and Leadership to support upsell and cross-sell initiatives

Ensure customers clearly understand the value of expanded offerings and how they enhance their business

Partner closely with Technical Support, Product, Billing, and Sales teams to deliver seamless service

Represent the voice of enterprise customers internally to influence product improvements and service enhancements

Customer retention and satisfaction within enterprise accounts

Growth of monthly recurring revenue within assigned book of business

Product adoption and utilization across enterprise customers

Strength and longevity of customer relationships

Qualification

SaaS account managementCustomer relationship managementTechnical solution understandingQuarterly Business ReviewsStrategic account planningProblem-solving abilitiesCommunication skillsOrganizational skills