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Sr. Director, Customer Success

4 months ago

Austin, United States NinjaOne Full time

As the Sr. Director, Customer Success & Account Management, you will be responsible for overseeing and driving the success of our Global Account Management function, ensuring that your efforts drive renewals and new revenue opportunities, significantly contributing to the company's success. Reporting to the VP of Account Management, your leadership will be pivotal in fostering a collaborative and high-performing team environment for the directors and managers in your charter, ensuring they meet and exceed their targets. You will lead your teams to engage deeply with SMB and enterprise customers to understand their needs, drive upsell and cross-sell strategies, and integrate additional products into our ecosystem. By clearly articulating the strategic value of these products, you will enable team members to deliver exceptional customer solutions and experiences, champion cross-selling efforts, and ensure the team's success. Through the development of scalable advisory programs and the implementation of advanced data analytics techniques to uncover new revenue opportunities and enhance customer retention, you will ensure a robust ecosystem of satisfied customers. If true people leadership, strategic planning, execution, and optimization of account management processes, including defining and monitoring KPIs and collaborating with cross-functional teams to prioritize and execute growth strategies, is your expertise, this is the role for you
Location: Hybrid remote in Austin, TX or Tampa, FL In the office 4-days per week.
What You'll be Doing:

  • Lead, mentor, and inspire a global team of Directors, Managers, and their teams, fostering a culture of creativity, collaboration, accountability, and excellence. Spearhead people performance by identifying and addressing skill or will issues, coaching to drive, scale, and optimize a productive and motivated high-performing team.
  • Drive growth in product and service revenue by guiding high-performing technical teams in defining requirements, user journeys, and feature prioritization to enhance cross-sell, upsell, adoption, and optimization.
  • Champion cross-selling efforts by integrating additional products into our ecosystem, clearly articulating their strategic value, and training team members.
  • Serve as an executive sponsor for key accounts, taking personal ownership of customer outcomes. Partner with Strategic Relationships Leadership (Sales, Support & Product) to align service delivery with client priorities and long-term goals.
  • Define, monitor, and report on KPIs for the Global Account Management organization, including adoption velocity, retention rates, upselling, demos, talk times & call numbers, open ticket counts, customer referencability, and overall customer satisfaction.
  • Implement advanced data analytics techniques to uncover new revenue opportunities, enhance retention and renewal rates, and drive targeted strategies based on data-driven insights derived from customer behavior, market trends, and competitive intelligence.
  • Track customer service scores, understand survey results, and adjust strategies to align with business goals and objectives.
  • Drive continuous improvement efforts and foster innovation to enhance customer experiences, stimulate business growth, and ensure ongoing optimization of processes and strategies.
  • Streamline workflows and identify time-saving strategies. Coach leaders and Account Managers to maximize efficiency and output, prioritize their efforts, drive accountability, and ensure excellence.
  • Collaborate with cross-functional teams (product, marketing, engineering, sales, support, finance, and other regional counterparts) to prioritize and execute upselling and cross-selling strategies for existing customers, aligning with business objectives and customer needs.
  • Additional duties as assigned.


About You:

  • 7+ years of experience building and scaling global Customer Success (CS) or Technical Account Management (TAM) teams, with a proven track record of driving growth, adoption & expansion; including 4+ years in a leadership role.
  • Track record of building and leading high-performing Customer Success or Account Management teams.
  • 3+ years of hands-on experience in customer-facing technical sales both direct & channel, bringing B2B SaaS products to market, preferably in the cybersecurity or software industry.
  • Demonstrated ability to develop and execute strategic sales plans that align with business goals and customer needs, ensuring long-term success and growth.
  • Sales Star and Master Negotiator - You exemplified sales excellence. Your extensive experience allowed you and others to skillfully negotiate wins internally and externally while maintaining strong relationships.
  • Proven track record of driving revenue growth through strategic customer engagements and sales initiatives. Successfully developed and executed sales plans aligned with business goals and customer needs, ensuring long-term success.
  • You genuinely care about the experiences you and your team create, with an authentic customer service mindset focused on innovation, experimentation, and continuous improvement.
  • Strong communication and presentation skills, with the ability to articulate complex ideas and influence stakeholders at all levels of the organization.
  • You thrive in dynamic, fast-paced sales cycle environments and are known for effortlessly navigating and leading through change, ensuring a strategic focus on customer success and consistently exceeding business objectives.
  • Meticulously organized and detail-driven, you excel under pressure.
  • Bachelor's degree preferred.


About Us
NinjaOne automates the hardest parts of IT, empowering more than 17,000 IT teams with visibility, security, and control over all endpoints. The NinjaOne platform is proven to increase productivity, while reducing risk and IT costs. NinjaOne is consistently ranked #1 for its world-class support and is the top-rated software on G2 in seven categories including endpoint management, remote monitoring and management, and patch 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.
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