Why This Job is Featured on The SaaS Jobs
This Customer Success Manager role sits at the heart of a scaled SaaS operation where retention and expansion are driven through structured customer journeys. With a large-customer portfolio and an emphasis on onboarding, adoption, and commercial expansion, it reflects how mature SaaS companies formalise post-sale motions to protect recurring revenue while increasing account value. The Berlin-based setup also signals a regionally anchored go-to-market approach where language and local context matter.
For a SaaS career, the role builds durable strengths in managing the full lifecycle of subscription customers, from early enablement through renewal risk management and growth conversations. Regular use of product usage data to influence adoption decisions develops the analytical habits increasingly expected in modern Customer Success. Working across Sales, Support, Product, Marketing, and Services also reinforces the cross-functional operating model common in SaaS, where customer outcomes depend on coordinated internal execution.
This position is best suited to someone who prefers owning a defined book of business and balancing consultative relationship work with disciplined process. It will fit professionals who are comfortable being a single point of contact, navigating escalations calmly, and using systems like Salesforce to keep work visible and forecastable. Fluency in German and English aligns with a customer-facing role in the DACH market.
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
Over the last seven years our product has exploded in the market with year over year revenue growth. Today thousands of customers love and trust NinjaOne. We’re scaling our Customer Success Management team to proactively drive adoption across our existing customer base through onboarding, upselling and cross selling. You’ll advocate for your partners internally and focus on an outstanding customer experience. As a NinjaOne Customer Success Manager you will be responsible for building and maintaining strong, long-lasting customer relationships. You will become the trusted advisor and “go-to” person for your partners and will focus on helping them to succeed with their business objectives.
Location - Berlin, Germany
What You'll be Doing
- Work along with a pre-defined group of our largest and most important customers; Establish connections to partners ranging from support agents to CxOs
- Be the Trusted Advisor to the customer, going the extra mile to ensure they are leveraging our solution effectively
- Analyze product usage data to actively take necessary actions to improve product adoption and reduce churn; Evangelize and guide customers to implement improvements
- As the “single point of contact” for your partners, you will build relationships to identify, qualify, sort, and develop your own cross sell and upsell opportunities
- Utilize Salesforce to ensure activities are documented properly, opportunities are forecasted accurately, and information regarding the opportunity is communicated appropriately
- 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 a customer advocate and product expert, you excel at influencing and inspiring customers – with the ultimate goal of developing more NinjaOne disciples
- Resilient and calm you are able to see customers through issues and escalations
- As an experienced Customer Success Manager, you enjoy “owning” a portfolio of accounts and guiding them through the customer journey
- You are fluent in German and English
- You combine an analytical mindset with a can-do attitude; You can identify root causes and develop adequate solutions quickly
- Customer-minded, always trying to provide the most value possible
- Excited by working in an ever-evolving and fluid solution-focused environment
- High levels of organization in your workflows - you understand what it means to be responsible for a strategic customer portfolio and to prioritize your time across all of your customers
- A passion for partnership and collaboration! You’ll be working with multiple teams on a regular basis (Sales, Marketing, Support, Product, and Professional Services)
- Great Plus: Experienced in the SaaS/cloud industry or within the IT industry specifically
About Us
NinjaOne unifies IT to simplify work for nearly 40,000 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, organizations 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
Grow personally and professionally with one of the fastest growing companies
Enjoy your lunch covered by NinjaOne 3 times/week at the office
Access to our Corporate Benefits Platform (with discounts for brands such as Expedia, FitX, Zalando and many more)
Develop your skills through our renowned training platform
Receive competitive compensation
Collaborate with a curious, kind, international and intercultural workforce
Enjoy your work environment with its location in the heart of Berlin, directly at the Alexanderplatz (close to all transit)
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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