As the Customer Success Operations Manager, you will be the architect of how our post-sales motions (onboarding, adoption, renewal, expansion) scale and operate with precision. You will design and maintain the processes, data, tools, and governance that allow our Customer Success team to focus on driving outcomes, not firefighting workflows. You’ll partner across Sales, CS, Systems, and Analytics to define end-to-end lifecycle stages, handoffs, health metrics, and operational rhythm.
Location - Hybrid in Austin, TX (In the office 3-4 days per week Monday, Tuesday, & Thursday)
Design, document, and maintain global Customer Success operational processes: onboarding, adoption, renewal, expansion, and churn prevention
Work with Analytics CoE and CS leadership to define, track, and report on key success metrics: e.g., Net Dollar Retention (NDR), Gross Retention Rate (GRR), Expansion ARR, Time-to-Value (TTV), Health Score adoption
Evaluate tooling and data flows for Customer Success (CS platform, Salesforce, usage/health tools); drive improvements, integrations, and reporting enhancements
Provide enablement, training, and documentation for CS operations: playbooks, handbooks, shared resources that scale globally
Serve as a cross-functional liaison between CS, Sales, Systems, Analytics, and Product to drive strategic initiatives (e.g., adoption programs, risk-flag workflows, renewal/upsell campaigns)
Comfortable with data, dashboards, health scoring, and metrics — you can partner with analytics teams to translate outcome into actionable insights.
Experience working with SaaS tools/platforms used in CS operations (e.g., Gainsight, Totango/Catalyst, Planhat or similar), and deep comfortability with Salesforce CRM handoff and lifecycle workflows.
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.
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.
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.
