Enterprise Customer Success Manager

Description
About the Role
The Enterprise Customer Success Manager is responsible for managing and growing relationships with the company's largest and most strategic customers. This role oversees a high-value book of business totaling approximately $650K in monthly recurring revenue, consisting of enterprise-level accounts with complex operational needs.
The Enterprise CSM serves as a trusted advisor, ensuring customers receive exceptional service, fully leverage the platform's capabilities, and align the software with their business objectives. This role goes beyond reactive support by delivering proactive engagement, strategic guidance, and long-term account value.
Location - Hybrid in Austin, TX or Tampa, FL- (In the office 4 days per week Mon, Tues, Thurs, Fri)
What You'll be Doing
Strategic Account Management

• Own and manage a portfolio of enterprise customers with high monthly spend and complex environments
• Act as the primary point of contact and advocate for enterprise clients across all internal teams
• Build and maintain strong executive and operational relationships within customer organizations

Customer Experience & Retention

• Ensure all technical, billing, and account-related issues are resolved efficiently through coordination with internal teams
• Proactively monitor account health, usage, and satisfaction to prevent churn
• Deliver a white-glove customer experience that reinforces the customer's importance to the organization

Business & Technical Enablement

• Develop a deep understanding of each customer's business model, market segment, and service offerings
• Ensure customers are utilizing the RMM platform to its fullest capabilities
• Identify opportunities to improve workflows, efficiency, and outcomes through product features and best practices

Onsite Visits & Executive Engagement

• Conduct onsite customer visits as required to strengthen relationships and gain deeper insight into customer operations
• Lead Quarterly Business Reviews (QBRs) to review performance, outcomes, goals, and future initiatives
• Present data-driven insights, usage metrics, and strategic recommendations to customer stakeholders

Revenue Growth & Expansion

• Identify and drive opportunities for account expansion through additional products and services
• Collaborate with Sales and Leadership to support upsell and cross-sell initiatives
• Ensure customers clearly understand the value of expanded offerings and how they enhance their business

Internal Collaboration

• Partner closely with Technical Support, Product, Billing, and Sales teams to deliver seamless service
• Represent the voice of enterprise customers internally to influence product improvements and service enhancements

Success Metrics

• Customer retention and satisfaction within enterprise accounts
• Growth of monthly recurring revenue within assigned book of business
• Product adoption and utilization across enterprise customers
• Strength and longevity of customer relationships

About You

• Proven experience managing high-value SaaS accounts, preferably in an RMM or MSP-focused environment
• Strong relationship-building and communication skills, including executive-level interactions
• Ability to understand technical solutions and translate them into business value
• Experience conducting QBRs, onsite visits, and strategic account planning
• Highly organized, proactive, and customer-focused with strong problem-solving abilities

About Us
NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 30,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.
What You'll Love
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-time work that is hybrid remote.
We have you covered with our comprehensive benefits package, which includes medical, dental, and vision insurance.
We help you prepare for your financial future with our 401(k) plan.
We prioritize your work-life balance with our unlimited PTO.
We reward your work with opportunity for growth and advancement.
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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