Why This Job is Featured on The SaaS Jobs
This Customer Success leadership role sits at a common inflection point in B2B SaaS: turning an established customer base into a predictable expansion engine. The remit spans retention, cross sell, and upsell, with an emphasis on repeatable execution rather than one off deal making. For SaaS professionals, that blend reflects how many subscription businesses mature, where durable net revenue retention becomes as strategic as new logo acquisition.
The career value here is the chance to build operating rhythm around metrics, forecasting discipline, and process standardisation in a tooling environment like Salesforce. Managing a team focused on the full sales cycle within existing accounts also develops a SaaS specific commercial toolkit: identifying churn signals, aligning with Product and Support, and translating customer outcomes into expansion motion. Those experiences tend to transfer across SaaS categories because they map to how recurring revenue organisations measure and manage growth.
This role suits someone who prefers coaching and systems over hero selling, and who is comfortable being accountable for both people development and number delivery. It will appeal to leaders who like cross functional problem solving and executive level customer engagement, particularly in environments where clear KPIs and operational consistency are expected.
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
As a Manager, Customer Success at NinjaOne, you will lead a high-performing team of Account Executives responsible for driving revenue growth within our existing customer base. This is a critical leadership role focused on coaching, developing, and enabling your team to maximise cross-sell, up-sell, and retention opportunities.
You will set and execute strategies that ensure team success, drive operational excellence, and foster a high-performance sales culture.
Location: Hybrid remote in Sydney, Australia. In the office 3-days per week.
What You’ll Be Doing
- Team Leadership & Development
- Hire, train, and develop a team of Account Executives (Customer Base), providing strategic coaching and actionable feedback to drive performance.
- Establish and maintain KPIs, conduct performance reviews, and implement structured development plans to support career growth.
- Foster a results-driven, customer-first culture, ensuring the team maintains high levels of accountability, motivation, and collaboration.
- Strategic Sales & Account Growth
- Oversee and refine sales strategies for cross-sell, up-sell, and expansion opportunities within the customer base.
- Ensure the team effectively manages the full sales cycle, from discovery and demo to negotiation and close.
- Identify and address potential churn risks, proactively developing retention strategies.
- Operational Excellence & Forecasting
- Maintain rigorous pipeline management and forecasting accuracy within Salesforce, ensuring transparency and accountability.
- Implement best practices for account management, ensuring process consistency, efficiency, and scalability.
- Analyse key sales metrics, trends, and performance data to refine team strategies and drive continuous improvement.
- Customer Advocacy & Cross-Functional Collaboration
- Build and maintain executive-level relationships with key customers, serving as an escalation point and strategic advisor.
- Partner with Sales, Marketing, Product, Support, and Customer teams to align revenue-driving initiatives.
- Advocate for customer needs internally, ensuring NinjaOne delivers value-driven solutions that drive long-term success.
About You
- 2-3 years of leadership experience managing a team of Account Executives, Account Managers, or similar customer-facing sales roles in B2B SaaS.
- Proven track record of leading high-performance teams and consistently exceeding revenue targets.
- Strong consultative selling expertise, with the ability to build trust, uncover needs, and drive business outcomes.
- Analytical and strategic mindset, with experience using data to optimize team performance and identify opportunities.
- Excellent communication, negotiation, and executive presence, with experience managing complex deals and escalations.
- Experience with Salesforce and other sales enablement tools.
- Background in IT Operations, SaaS, or cloud technology preferred.
- You embody NinjaOne’s core values—Curiosity, Integrity, Kindness, Humility, and Innovation—and are committed to fostering these qualities within your team.
About us
NinjaOne unifies IT to simplify work for more than 35,000 customers in 140+ countries.
The NinjaOne Unified IT Operations Platform delivers endpoint management, autonomous patching, backup, and remote access in a single console to improve efficiency, increase resilience, and reduce spend. By automating IT and managing all endpoints, organisations give employees a great technology experience at work.
NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.
What You’ll Love
We are a collaborative, kind, and curious community.
We honour your flexibility needs with full-time work 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 prioritise your work-life balance with our unlimited PTO.
We reward your work with opportunities 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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