Manager, Customer Success - Remote

Overview

We are seeking a strategic, execution-focused, and data-driven leader to guide our Customer Success team through the next stage of NinjaOne’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 NinjaOne. Reporting to the Director of Customer Success, you will play a key role in shaping how we scale success globally.

In Short

• Hire, lead, mentor, and develop a team of Customer Success Managers.
• Set and maintain KPIs and performance targets.
• Oversee the management of a portfolio of customers.
• Develop and execute strategic plans for customer growth.
• Utilize Salesforce to track team activities and forecast opportunities.
• Act as a customer advocate within the organization.
• Collaborate with Sales, Marketing, Product, Support, and Services teams.
• Analyze product usage data and customer feedback.
• Implement best practices for account management processes.
• Proactively resolve customer issues and escalations.

Requirements

• 3+ years' experience as an Account Manager or Customer Success Manager in the b2b SaaS space.
• 2+ years’ of proven people leadership experience.
• Exceptional consultative skills.
• Strong analytical mindset.
• Customer-focused with a passion for providing exceptional service.
• High levels of organization.
• Ability to work collaboratively with cross-functional teams.
• Fluent in English with excellent communication skills.
• Experience in the SaaS/cloud industry is a plus.
• Experience with Salesforce required.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance.
• 401(k) plan to help prepare for financial future.
• Unlimited PTO for work-life balance.
• Opportunity for growth and advancement.
• Flexible hybrid work environment.