Manager of Customer Success, NinjaOne
More information about location
4 days a week in office
Endpoint IT management platform
Open for applications
Endpoint IT management platform
1001+ employees
Open for applications
More information about location
4 days a week in office
1001+ employees
Company mission
To simplify IT operations by automating real-time visibility, security, and control over all endpoints.
Role
Who you are
- 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
- Fluent in English, with excellent written and verbal communication skills
- Experience in the SaaS/cloud industry or within the IT industry is a plus
- Experience with Salesforce,
- 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
What the job involves
- As NinjaOne continues its remarkable growth journey, we are seeking a dynamic Manager of Customer Success to lead and inspire a team of Account Managers
- This role is critical in driving the success of our customer relationships, ensuring exceptional service, and achieving growth targets
- You will play a pivotal role in shaping our account management strategies and fostering a customer-centric culture within the team
- As a Manager, Customer Success, you will be responsible for overseeing the performance of your team, ensuring they build and maintain strong, long-lasting customer relationships and achieve their business objectives
- 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
Our take
NinjaOne is an IT endpoint management platform that offers comprehensive solutions for managing and securing endpoints in an organisation's IT infrastructure.
The platform helps enhance security measures and ensure optimal performance across various endpoints through a variety of products from vulnerability patch management to cloud backups for multi-tenants. It is also able to protect users logging into IT systems remotely, making it a valuable option to the large roster of companies embracing remote work.
Since founding in 2013, NinjaOne has grown both its team and customer base substantially, and now serves the like of NVIDIA, Nissan and HelloFresh. A influx of funding has also allowed the company to hyper-focus on its customer support, especially in remote form, and continue to develop its products and automations.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Feb 2025
$500m
SERIES C
Feb 2024
$231.5m
SERIES C
Total funding: $761.5m
Company HQ
Waller Creek District, Austin, TX
Leadership
Sal Sferlazza
(Co-Founder & CEO)Co-Founder and member of the Board of Directors for Boostlingo. Founder and Principal for LaunchCapital.co. Previously co-founded other companies including Realm Interactive/NCsoft and PacketTrap/Quest Software.
Christopher Matarese
(Co-Founder, President & CFO)Serial entrepreneur. Co-founded Boostlingo, Launch Capital, Anchor and Bandera.
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