Why This Job is Featured on The SaaS Jobs
Channel-led growth remains a durable motion in SaaS, particularly in categories that sell through managed service providers and resellers rather than purely direct. This Customer Success Manager, Channel role sits at the intersection of partner enablement and revenue retention, where renewals, expansion, and partner experience are tightly linked. The remit spans commercial outcomes and operational discipline, reflecting how mature SaaS partner programs are run when indirect revenue becomes a meaningful lever.
For a SaaS career, this position builds fluency in net dollar retention mechanics within a multi-party ecosystem, balancing end-customer needs with reseller incentives. It also develops practical experience with contract workflows, conflict management, and account-level activity tracking, all core to scalable customer operations. Exposure to marketing trend analysis and coordinated execution with channel stakeholders reinforces the cross-functional habits that translate across B2B SaaS go-to-market teams.
This role tends to suit professionals who prefer structured relationship management and are comfortable negotiating alignment across partners, customers, and internal teams. It is a strong match for someone who enjoys combining analytics with day-to-day stakeholder communication, and who wants to specialize in channel as a long-term SaaS track rather than a purely direct-book customer success path.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role
The Customer Success Manager, Channel is responsible for achieving sales, profitability and retention objectives as part of the NinjaOne reseller program. You’ll monitor and grow reseller-derived revenue through partner marketing and sales programs, ensuring Channel excellence through conflict management, contract agreement, and process adherence.
Location: Austin, Texas - Hybrid, in office
What You’ll be Doing
- Consistently meet and maintain your relationship with NinjaOne channel partners and customers
- Drive Net dollar Retention through cross-sell upsell activities
- Manage communications and employ conflict resolution with customers
- Track and coordinate activities for each account
- Negotiate and closing contracts
- Analyze marketing trends and predictions
- Determine customer needs and propose appropriate solutions
- Identify new sales opportunities within existing accounts, including encouraging clients to upgrade services
- Secure leads for potential customers and appointments for the lead with a sales team member (e.g., account executive)
- Gather information on the lead’s budget, authority (i.e., ability to make purchase decisions) need for the Company’s product/service, and the timeline (i.e., when the lead will be able to make a decision)
- Work closely with CAMs and channel team to assist in larger team initiatives
About You
- 3-5 years’ experience working with Channel Partners, Value Added Resellers, Distributors or Managed Service Providers
- Thorough understanding of the reseller channel and what it takes to enable partner growth
- Experience building and maintaining a strong network of partners
- Strong written and verbal communication skills
- Analytical, strategic mindset with proven problem-solving skills
- Excellent customer service skills, with exceptional business and technical acumen
- Ability to stay organized and thrive in a fast-paced, collaborative team environment
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.
