Manager, Customer Success

About the Role

We are seeking a strategic, execution-focused, and data-driven leader to guide our Customer Success team through the next stage of Ninja One’s growth. You will be accountable for driving measurable results across our customer base by improving retention, expanding adoption, and accelerating revenue growth. This role is both strategic and hands-on. You will define and execute success strategies, foster a culture of accountability and customer focus, and lead a team that consistently delivers impact.

You will be responsible for coaching and scaling talent, monitoring key metrics, and ensuring customer objectives translate into tangible business outcomes for Ninja One. Reporting to the Director of Customer Success, you will play a key role in shaping how we scale success globally.

Hybrid in Austin, TX (In the office 4 days per week Mon, Tues, Wed, & Thurs)

• Hire, lead, mentor, and develop a team of Customer Success 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 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.

• 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
• You align with the demonstrated values that have made Ninja great:
  Curiosity, Integrity, Kindness, Humility,…