Customer Success Manager, SLED

About the Role

As a SLED Customer Success Manager at Ninja One, you will play a pivotal role in driving long-term value and growth within state, local government, and education (SLED) accounts. You’ll serve as the primary point of contact for key public sector clients, ensuring they fully realize the benefits of Ninja One’s IT management solutions while helping them modernize their IT infrastructure, enhance cybersecurity, and improve operational efficiency.

Your deep understanding of the unique challenges in the public sector, including budget cycles, procurement processes, and compliance requirements, will enable you to act as a strategic advisor. You’ll identify cross‑sell and up‑sell opportunities, drive product adoption, and support agencies and institutions in maximizing their technology investments.

This role requires a strong background in SLED account management, public sector IT solutions selling, and customer success, with a proven track record of managing complex sales cycles within government and education organizations.

Location: Hybrid in‑office (Tampa, FL or Austin, TX) – 4 days per week (Mon, Tues, Thurs & Fri)

• SLED Account Growth & Retention: Manage a portfolio of state, local government, and education clients, identifying opportunities to expand partnerships and support their evolving IT needs.
• Public Sector Advisory: Act as a trusted advisor to government IT leaders, school districts, and higher education institutions, helping them navigate budget constraints, procurement processes, and regulatory compliance.
• Cross‑Sell & Up‑Sell Strategy: Identify opportunities to expand Ninja One’s presence within public sector organizations by aligning our RMM, endpoint management, cybersecurity, and automation solutions with their strategic IT initiatives.
• Consultative Selling: Understand the specific challenges of SLED IT environments, including legacy system modernization, cybersecurity mandates, and remote workforce enablement, to position Ninja One as the ideal solution.
• Relationship Management: Build strong, long‑term partnerships with public sector IT teams and procurement officials, ensuring they stay engaged and informed on best practices, new features, and funding strategies.
• Government Procurement & Contracts: Work closely with Ninja One’s legal and finance teams to navigate RFPs, cooperative purchasing agreements, and public sector buying contracts.
• Forecasting & Reporting: Utilize Salesforce to track opportunities, forecast revenue, and manage customer engagement, ensuring alignment with public sector sales cycles and budget planning periods.
• Market Intelligence: Stay up to date on SLED technology trends, government initiatives, and education IT funding sources to position Ninja One as a strategic technology partner.

• Public Sector Experience: You have a proven track record of selling IT solutions to state & local governments or education institutions, with a strong understanding of government procurement processes, budget cycles, and compliance regulations.
• Proven Sales & Growth Track Record: You have successfully expanded accounts in SLED markets, identified upsell/cross‑sell opportunities, and helped organizations modernize their IT operations.
• Consultative Approach: You excel at understanding government and education IT needs and aligning technology solutions to drive efficiency, security, and compliance.
• Exceptional Communication & Relationship Management: You can engage effectively with public sector IT leaders, procurement officials, and education administrators, translating complex IT challenges into business value discussions.
• Problem‑Solver: You proactively address funding challenges, security concerns, and modernization roadblocks, helping agencies and institutions stay on track with their IT transformation goals.
• IT Industry Knowledge: Familiarity with public sector IT frameworks, cybersecurity mandates (NIST, CJIS, FERPA), and funding sources (E‑Rate, CARES, ARPA, state/local grants) is a strong plus.
• Bachelor’s Degree (Preferred): Or equivalent experience in IT, Public Administration, Business, or a related field.
• Proficiency in Salesforce & CRM…