VP, Global Customer Success

Description
About the Role
The Vice President of Global Customer Success will be responsible for leading, developing, and inspiring a growing team centered around Customer Success, chartered with ensuring NinjaOne customers successfully deploy and adopt our IT Operations solutions and in achieving measurable business value. The ideal candidate will possess a wealth of experience in creating and growing customer success programs with a focus on a repeatable methodology and scalable business models in pursuit of renewals and new revenue opportunities . We are looking for a dynamic leader that has vision, depth and execution experience to drive a strategic part of our business.
Location - Austin, TX - Hybrid, in office every Monday, Tuesday, Wednesday , and Thursday .
What You'll be Doing

• Define, execute, and scale the global Customer Success strategy in alignment with company revenue and growth goals
• Own global retention and expansion revenue targets, ensuring Customer Success is a mission-critical driver of company performance
• Lead regional Customer Success executives across North America, EMEA, APAC, and LATAM, ensuring consistent onboarding, adoption, renewal, and expansion practices
• Establish global KPIs and frameworks for customer health, retention, and expansion, using data-driven insights to optimize the customer lifecycle
• Champion the voice of the customer through advisory boards, advocacy programs, and structured feedback loops that influence product innovation and go-to-market priorities
• Serve as executive sponsor for strategic accounts, strengthening executive relationships and guiding teams to capture cross-sell and upsell opportunities
• Drive innovation in engagement models, blending high-touch, digital, and scaled programs to deliver personalized global experiences
• Partner with Sales, Marketing, and Product leadership to ensure a unified go-to-market motion, turning customer insights into product innovation and shared revenue impact
• Develop and manage the global Customer Success budget, including headcount planning, systems investment, and operational efficiency
• Build scalable processes, technology platforms, and playbooks that enable teams to deliver value consistently at global scale
• Own global escalation and risk management frameworks, ensuring proactive resolution and protecting long-term customer relationships
• Represent Customer Success at the executive and board level, contributing to strategic planning and quarterly business reviews
• Build and scale a high-performance, customer-centric organization by developing leaders, enabling succession, driving global collaboration, and fostering a diverse, equitable, and inclusive culture with growth opportunities for all employees
• Other duties as assigned

About You

• Bachelor's degree preferred
• 7+ years of operational experience and 5+ years in progressive leadership roles within Customer Success, Account Management, or related fields, with emphasis on enterprise customer engagement, retention, and revenue growth
• Extensive international experience, having led multicultural teams across North America, Europe, Asia-Pacific, or Latin America
• Substantial background in relevant computer technology concepts
• Highly data-driven, with ability to define KPIs, track customer health metrics, and use insights to inform strategic decision-making and process optimization
• Proven executive presence, able to influence senior stakeholders and navigate complex, matrixed environments
• Brings a visionary yet pragmatic leadership style, combining global experience, strategic mindset, and executive authority with a relentless focus on customer outcomes, team empowerment, and sustainable growth
• Fluent in aligning cross-functional teams, particularly with Sales, Product, and Marketing, to drive customer satisfaction and business growth
• Polished verbal and written communication skills with ability to adapt to multiple audiences
• Thrives in dynamic, fast-paced settings and is passionate about delivering long-term value to customers through innovation, operational excellence, and personalized engagement strategies
• You a lign with our values of Curiosity, Integrity, Kindness, Humility, and Builders, and fosters an environment where these values flourish

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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