Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Comprehensive benefits package, which includes medical, dental, and vision insurance
- 401(k) plan
- Unlimited PTO
- Full-time work that is hybrid remote
- Opportunity for growth and advancement
Company Overview