Manager, Customer Success

NinjaOne

Manager of Customer Success at NinjaOne leading Account Managers to drive customer relationships and service. Oversee account management strategies fostering a customer-centric culture while achieving growth targets.

Posted 7/3/2026full-timeAustin • Texas • 🇺🇸 United StatesJuniorMid-LevelWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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
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
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
Act as a customer advocate, championing their needs and feedback within the organization
Resolve customer issues and escalations, ensuring a high level of customer satisfaction

Requirements

What you’ll need

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

Benefits

Comp & perks

comprehensive benefits package, which includes medical, dental, and vision insurance
401(k) plan
unlimited PTO

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Account ManagementCustomer SuccessData AnalysisKPI ManagementStrategic Planning

Soft Skills

Communication SkillsCollaborationProblem-SolvingOrganizational SkillsCustomer Focus