Manager, Customer Success

NinjaOne is a company that automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers. They are seeking a Manager of Customer Success to lead a team of Account Managers, ensuring exceptional service and driving customer growth through strategic account management and operational excellence.

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

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
• 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
• Experience in the SaaS/cloud industry or within the IT industry is a plus
• Experience with Salesforce