Why This Job is Featured on The SaaS Jobs
Customer Success roles remain a core lever in SaaS because renewals, expansion, and product adoption are where recurring revenue is protected and grown. This listing stands out for its emphasis on owning a defined portfolio and acting as the primary contact, a model commonly used in subscription businesses where continuity and account context directly affect retention outcomes. The hybrid setup in Sydney also signals a role that is closely connected to day-to-day customer conversations rather than being purely back-office.
From a SaaS career perspective, the work builds durable experience in managing the post-sale lifecycle: translating customer needs into adoption plans, navigating stakeholder relationships, and identifying commercial opportunities tied to usage and value realization. Regular use of systems like Salesforce and the expectation to forecast and document activity aligns with how SaaS organizations operationalize customer health, pipeline visibility, and predictable revenue.
This role is best suited to professionals who prefer structured ownership of accounts, are comfortable with high-volume phone engagement, and can balance customer advocacy with commercial goals. It will fit someone who enjoys being measured on outcomes, stays composed during escalations, and wants to deepen consultative and negotiation skills in a subscription environment.
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 Customer Success Manager, you are an outgoing, self-motivated individual who is excited and skilled at building relationships with customers. Through heavy phone interaction you will be the lead point of contact for all matters specific to your accounts, and will build and maintain strong, long-lasting customer relationships. As a CSM, you will be the expert in best practices and product adoption negotiating contracts and offering additional products and services to help the customer recognize the benefits of NinjaOne’s Solutions while growing and maximizing profit for the company.
Location - Sydney, NSW (North Sydney) - Hybrid, in office on Monday, Wednesday, and Friday plus additional days as required
What You’ll be Doing
- You will be responsible for growing your individual book of business within your portfolio of existing accounts
- Proactively engage and reach out to your accounts on a regular basis
- As the “single point of contact” for those accounts, you will build relationships to identify, qualify, sort, and develop your own cross-sell and up-sell opportunities
- Communicate with customers and react to client requirements quickly and efficiently
- Analyse and understand the customer needs to present a solution that meets the customer requirements
- Nurture, build, and maintain strong relationships with stakeholders to ensure customer satisfaction and to find growth opportunities
- Research and document relevant contact information for existing leads in Salesforce
- Utilize Salesforce to ensure activities are documented properly, opportunities are forecasted accurately, and information regarding the opportunity is communicated appropriately
- Maintain knowledge of market conditions and competitive activities
- Other duties as needed
About You
- You have exceptional consultative skills, including the ability to communicate clearly, actively listen, inspire, project
- confidence, and overcome objections
- As customer advocate and product expert you excel at influencing and inspiring customers
- Polished verbal and written communication skills
- Resilient and calm, you can guide customers through issues and escalations
- You have a proven track record in achieving and maintaining sales targets
- You have extensive IT knowledge
- Bachelor’s degree (preferred)
- As an experienced Account Manager, you enjoy “owning” a portfolio of accounts and guiding them through the customer journey
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 prioritize your work/life balance offering a hybrid work environment and free in-office lunches throughout the week
We reward your work with opportunity for growth and advancement
Grow personally and together with one of the fastest growing companies globally
Develop your skills through our renowned training platform
Receive competitive compensation
Collaborate with an amazing international workforce
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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