Customer Success Manager

NinjaOne, LLC; North Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work environment

Free in-office lunches

Job summary

NinjaOne in Sydney, NSW is seeking a Customer Success Manager to build strong relationships with customers through heavy phone interaction and proactive account management. You will act as the product and services expert, drive adoption, negotiate contracts, and identify cross-sell opportunities while growing profitability for NinjaOne.

The role is hybrid, based in Sydney with in-office days. Applicants must have working rights in Australia; the team values collaboration, customer focus, and

Qualifications

• Bachelor's degree (preferred).
• Experience with IT systems and IT stakeholders.
• Strong consultative and communication skills.
• Proven track record achieving sales targets.
• Own a portfolio of accounts and guide customers through the journey.

Responsibilities

• Grow your book of business within your portfolio of existing accounts.
• Proactively engage and reach out to your accounts on a regular basis.
• Serve as the single point of contact to identify cross-sell and upsell opportunities.
• Communicate with customers and respond to requirements quickly and efficiently.
• Analyze customer needs to propose fitting solutions and manage opportunities in Salesforce.
• Maintain relationships to ensure satisfaction and uncover growth opportunities.
• Document contact information and forecast opportunities accurately in Salesforce.
• Stay informed on market conditions and competitive activities.

Skills

Consultative selling

Account management

Sales targets

IT systems knowledge

Communication

Education

Bachelor's degree

Tools

Salesforce

Job description

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 recognise the benefits of NinjaOne's Solutions while growing and maximising profit for the company.

Location - Sydney, NSW (North Sydney) - Hybrid, in office on Monday, Wednesday, and Friday plus additional days as required

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 recognise the benefits of NinjaOne's Solutions while growing and maximising profit for the company.

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
• Utilise 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 knowledge in IT systems or have worked closely with IT stakeholders.
• 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 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, 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 prioritise 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

Applicants must hold valid working rights in Australia at the time of application. We are unable to provide visa sponsorship for this role.

We are an equal opportunity employer in accordance with Australia's Fair Work Act 2009 and the Australian Human Rights Commission Act 1986 (including the Age Discrimination Act 2004, Disability Discrimination Act 1992, Racial Discrimination Act 1975, and Sex Discrimination Act 1984). All applicants will receive fair consideration for employment regardless of nationality, gender, age, disability, or background. We are committed to fostering an inclusive and respectful workplace for all employees.