Customer Success Manager
Description
About the Role
As a Customer Success Manager at NinjaOne, you will serve as a trusted advisor and primary point of contact for a portfolio of existing accounts. This is a relationship-led, commercially-driven role.
You will be responsible for driving retention, identifying growth opportunities, and ensuring customers are realising measurable value from NinjaOne's solutions. You'll bring a consultative approach to every interaction, balancing customer advocacy with a clear commercial focus on expansion and renewal.
Location - Sydney, NSW (North Sydney) - Hybrid, in office on Monday, Wednesday, and Friday plus additional days as required
What You Will Do
- You will be responsible for growing your individual book of business within your portfolio of existing accounts
- Proactively engage and reach out to your accounts on a regular basis
- As the “single point of contact” for those accounts, you will build relationships to identify, qualify, sort, and develop your own cross-sell and up-sell opportunities
- Communicate with customers and react to client requirements quickly and efficiently
- Analyse and understand the customer needs to present a solution that meets the customer requirements
- Nurture, build, and maintain strong relationships with stakeholders to ensure customer satisfaction and to find growth opportunities
- Research and document relevant contact information for existing leads in Salesforce
- Utilize Salesforce to ensure activities are documented properly, opportunities are forecasted accurately, and information regarding the opportunity is communicated appropriately
- Maintain knowledge of market conditions and competitive activities
- Other duties as needed
About You
- 2+ years' experience in a Customer Success Manager role or equivalent is required.
- Background in SaaS strongly preferred; familiarity with IT operations or technical software environments is a significant advantage
- Proven track record of hitting retention and growth targets within a portfolio of accounts
- Commercially minded with strong consultative skills; you know how to uncover need, build a case, and close an expansion
- Calm and composed under pressure; experienced navigating escalations and turning them into opportunities to strengthen the relationship
- Polished communicator; confident presenting to both technical and executive audiences
- Proficient in Salesforce or a comparable CRM
- Bachelor's degree preferred
About Us
NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organisations give employees a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
What You’ll Love
We are a collaborative, kind, and curious community
We prioritize your work/life balance offering a hybrid work environment and free in-office lunches throughout the week
We reward your work with opportunity for growth and advancement
Grow personally and together with one of the fastest growing companies globally
Develop your skills through our renowned training platform
Receive competitive compensation
Collaborate with an amazing international workforce
Additional Information
This position is NOT eligible for Visa sponsorship.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
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