Customer Success Manager III - Distribution

NinjaOne; Austin (TX); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan

Unlimited PTO

Growth opportunities

Hybrid remote work

Job summary

NinjaOne is seeking a Customer Success Manager in Austin, TX to own relationships with MSP partners and drive onboarding, adoption, retention, and satisfaction. You will collaborate with product and marketing to improve partner outcomes and drive Backup value.

The role requires 3+ years of MSP channel sales/management, strong consultative and communication skills, and IT knowledge. This is a hybrid, full-time position with an emphasis on partner success and growth.

Qualifications

• Ability to build trusted advisor relationships with MSP partners.
• Experience managing onboarding, adoption, and retention of customers.
• Proven track record in channel-selling success and achieving sales targets.

Responsibilities

• Own overall relationship with assigned partners, including onboarding, implementation, training, adoption, retention, and customer satisfaction.
• Establish a trusted advisor relationship to drive continued value of products and services.
• Maintain partner success strategies and sales content with sales/marketing teams.
• Possess executive presence with partners and internally in SaaS Backup context.
• Maintain partner metrics and data; facilitate cross-team collaboration to ensure timely deliverables.
• Prepare documentation or visuals to demonstrate campaign performance.

Skills

Consultative selling

Relationship management

Executive presence

Communication skills

Customer advocacy

Sales targets

IT knowledge

Analytical skills

Education

Bachelor's degree preferred

Tools

CRM software

SaaS platforms

Job description

About the Role

As a NinjaOne Customer Success Manager, you are an outgoing, self-motivated individual who is excited and skilled at building relationships with customers. You will be responsible for managing and growing an assigned group of MSP partners using SaaS backup via distribution channel. This role requires building strong partner relationships, collaborating on plans to increase Backup attach rates with the partners' base of customers, and advocating for the needs of those partners internally with key product stakeholders. Our ideal candidate is passionate about using a combination of analytical skills and channel business acumen to identify problems, find solutions, and improve relationships. To succeed in this role, you should have relevant sales and client experience in the territory, along with a demonstrated record of channel-selling success.

The role requires specific sales experience in managing the MSP Channel of at least 3 years. Candidates who do not possess this experience will not be considered.

Location - Hybrid in Austin, TX In the office 4 days per week (Monday, Tuesday, Thursday, Friday).

What You'll be Doing

• Own overall relationship with assigned partners, which includes managing onboarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.
• Establish a trusted and strategic advisor relationship to help drive continued value of our products and services.
• Maintain and develop partner success strategies and best practices, as well as customer sales content, with the help of the sales manager & marketing team.
• Possess strong executive presence with both partners and internally, supported by strong acumen, skills, and consistent grasp of the SaaS Backup business.
• Maintain existing partner metrics and data as directed.
• Facilitate interaction and workflow between project team members, including marketing & product, to ensure deliverables are on time.
• Prepare necessary documentation or visuals for partners to demonstrate the performance of campaigns.

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 are able to 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 Customer Success Manager, you enjoy "owning" a portfolio of accounts and guiding them through the customer journey

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

We are a collaborative, kind, and curious community.

We honor your flexibility needs with full-time work that is 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 prioritize your work-life balance with our unlimited PTO.

We reward your work with opportunity 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.