NinjaOne

Customer Success Manager

NinjaOne

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • Hire, lead, mentor, and develop a team of Customer Success Managers
  • Set and maintain KPIs and performance targets, conduct regular performance reviews and check-ins
  • Foster a collaborative and high-performance culture within the team
  • Oversee the management of a portfolio of customers, ensuring high levels of satisfaction and retention
  • Establish and maintain executive-level relationships with key customers
  • Analyze product usage data and customer feedback to identify trends
  • Develop and execute strategic plans to identify and capitalize on renewals, cross-sell and up-sell opportunities
  • Collaborate with Sales, Marketing, Product, Support, and Services teams to drive customer success
  • Utilize Salesforce to track team activities, forecast opportunities, and communicate account status and progress accurately
  • Act as a customer advocate, championing their needs and feedback within the organization

Requirements

  • 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 in the SaaS/cloud industry or within the IT industry is a plus
  • Experience with Salesforce required
Benefits
  • Health insurance
  • 401(k)
  • Unlimited PTO
  • Flexible work hours

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer success managementaccount managementdata analysisstrategic planningKPI settingperformance reviewconsultative skillsproblem-solvingcross-sellingup-selling
Soft skills
leadershipmentoringcollaborationcommunicationactive listeningorganizationprioritizationinfluencecustomer advocacyteam development