Manager, Customer Success

About the Role

NinjaOne continues its remarkable growth journey, and we are seeking a dynamic Manager of Customer Success to lead and inspire a team of Account Managers. This role is critical in driving the success of our customer relationships, ensuring exceptional service, and achieving growth targets. You will play a pivotal role in shaping our account management strategies and fostering a customer-centric culture within the team.

Team Leadership and Development

• 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, supported by continuous training and resource sharing.
• Foster a collaborative and high-performance culture within the team, promoting accountability, creativity, and continuous improvement.

Strategic Account Management

• 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.

Customer Growth

• 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.

Operational Excellence

• 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.

Customer Advocacy

• 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.