Why This Job is Featured on The SaaS Jobs
This Customer Success Manager role stands out in SaaS because it sits at the intersection of subscription retention and regulated, long-cycle public sector buying. Managing SLED accounts for an IT operations platform means success is defined less by one-time deployments and more by sustained adoption, measurable outcomes, and navigating procurement and compliance realities that are common in government and education environments.
For a SaaS career, the work builds durable skills in post-sale value delivery: translating product capabilities into operational impact, shaping expansion motions through cross-sell and up-sell, and using CRM discipline to forecast and prioritize. The SLED focus also develops a repeatable playbook for working with stakeholders who have distinct constraints, which can transfer to other compliance-heavy SaaS segments where risk, governance, and budgeting drive customer decisions.
The role is best suited to someone who prefers consultative account leadership over reactive support, and who enjoys partnering with customer IT leaders across multiple functions. It will appeal to professionals who like structured processes, can stay effective across extended timelines, and want their customer success experience to include both retention responsibility and commercial expansion within a defined vertical.
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
As a SLED Customer Success Manager atNinjaOne, you will play a pivotal role in driving long-term value and growth within state, local government, and education (SLED) accounts.You’llserve as the primary point of contact for key public sector clients, ensuring they fully realize the benefits ofNinjaOne’sIT management solutions while helping them modernize their IT infrastructure, enhance cybersecurity, and improve operational efficiency.
Your deep understanding of the unique challenges in the public sector, including budget cycles, procurement processes, and compliance requirements, will enable you to act as a strategic advisor.You’llidentifycross-sell and up-sell opportunities, drive product adoption, and support agencies and institutions in maximizing their technology investments.
This role requires a strong background in SLED account management, public sector IT solutions selling, and customer success, with a proventrack recordof managing complex sales cycles within government and education organizations.
Location: Hybrid in-office (Tampa, FL or Austin, TX) – 4 days per week (Mon, Tues, Thurs, & Fri)
SLED Account Growth & Retention: Manage a portfolio of state, local government, and education clients,identifyingopportunities to expand partnerships and support their evolving IT needs.
Public Sector Advisory: Act as a trusted advisor to government IT leaders, school districts, and higher education institutions, helping them navigate budget constraints, procurement processes, and regulatory compliance.
Cross-Sell & Up-Sell Strategy:Identifyopportunities to expandNinjaOne’spresence within public sector organizations by aligning our RMM, endpoint management, cybersecurity, and automation solutions with their strategic IT initiatives.
Consultative Selling: Understand the specific challenges of SLED IT environments, including legacy system modernization, cybersecurity mandates, and remote workforce enablement, to positionNinjaOneas the ideal solution.
Relationship Management: Build strong, long-term partnerships with public sector IT teams and procurement officials, ensuring they stay engaged and informed on best practices, new features, and funding strategies.
Forecasting & Reporting:UtilizeSalesforce to track opportunities, forecast revenue, and manage customer engagement, ensuring alignment with public sector sales cycles and budget planning periods.
Public Sector Experience: You have a proventrack recordof selling IT solutions to state & local governments or education institutions, with a strong understanding of government procurement processes, budget cycles, and compliance regulations.
Exceptional Communication & Relationship Management: You can engage effectively with public sector IT leaders, procurement officials, and education administrators, translating complex IT challenges into business value discussions.
Problem-Solver: You proactively address funding challenges, security concerns, andmodernizationroadblocks, helping agencies and institutions stay on track with their IT transformation goals.
IT Industry Knowledge: Familiarity with public sector IT frameworks, cybersecurity mandates (NIST, CJIS, FERPA), and funding sources (E-Rate, CARES, ARPA, state/local grants) is a strong plus.
Bachelor’s Degree (Preferred): Or equivalent experience in IT, Public Administration, Business, ora relatedfield.
Ifyou’repassionate about helping state, local, and education organizations modernize their IT infrastructure and enhance service delivery,we’dlove to hear from you!
NinjaOneunifies IT to simplify work fornearly40,000customersin 140+ countries.
TheNinjaOneUnified 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, organizations give employeesa greattechnology experience at work.
NinjaOneis obsessed with customer success and hasretaineda 98% customer satisfaction score for more than 5 years.
We are a collaborative, kind, and curious community.
We honor your flexibility needs with full-timework that ishybrid 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 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.
