Director, Enterprise CSM

NinjaOne; Austin (TX); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Unlimited PTO

Job summary

NinjaOne is seeking a Director of Enterprise Customer Success to build and lead a high‑performing team driving retention, adoption, and expansion for our largest enterprise customers. You will set strategy, engage C‑level stakeholders, and partner across Sales, Product, Support, and Leadership to scale value realization.

This role requires 8+ years in enterprise account management or customer success, including leadership, with strong executive communication and cross-functional influence.

Qualifications

• 8+ years of enterprise account management or customer success experience, including 3+ years in a leadership or management role.

Responsibilities

• Lead, coach, and develop a team of Enterprise Account Partners.
• Own team-level outcomes for retention, adoption, expansion, and customer satisfaction across the enterprise portfolio.
• Recruit, hire, and onboard EAPs; build a collaborative, high-performing team culture.
• Serve as an executive sponsor and escalation point for strategic accounts with C-level stakeholders.
• Drive consistency in Executive Business Reviews (EBRs) and account planning.
• Partner with Sales, Product, Support, and Leadership to align strategy with company objectives.
• Own forecasting, reporting, and executive-level visibility into account health and expansion pipeline.
• Build scalable playbooks and processes to improve team efficiency and outcomes.
• Collaborate on account segmentation and territory planning.

Skills

Executive sponsorship

Leadership

Enterprise account management

Customer success

Strategic account management

Cross-functional collaboration

Forecasting & reporting

EBR/QBR frameworks

People leadership

Executive communication

Job description

Director, Enterprise CSM

About the Role

NinjaOne is hiring a Director, Enterprise CSM to build and lead the team responsible for our largest and most strategic enterprise customer relationships. This leader sets the strategy and standards for how NinjaOne's Enterprise Account Partners drive retention, adoption, and expansion across our highest-value accounts, while personally engaging as an executive sponsor on the most critical relationships.

The Director partners closely with Sales, Product, Support, and Executive Leadership to ensure enterprise customers realize measurable value from the NinjaOne platform. This role combines people leadership, strategic account management expertise, and executive presence to scale a high‑performing team and represent the voice of the enterprise customer at the leadership table.

Location: Austin, TX

What You’ll Be Doing

• Lead, coach, and develop a team of Enterprise Account Partners, setting clear goals, expectations, and growth paths for each team member
• Own team‑level outcomes for retention, adoption, expansion, and customer satisfaction across the enterprise account portfolio
• Recruit, hire, and onboard EAPs; build a collaborative, accountable, and high‑performing team culture
• Serve as an executive sponsor and escalation point for the most strategic accounts, engaging directly with C‑level and senior stakeholders
• Drive consistency and quality across Executive Business Reviews (EBRs/QBRs), account planning, and customer engagement practices
• Partner with Sales, Product, Support, and Leadership to align account strategy with company objectives and deliver a seamless enterprise experience
• Own forecasting, reporting, and executive‑level visibility into account health, risk, and expansion pipeline for the portfolio
• Build and scale repeatable playbooks, processes, and enablement to improve team efficiency and customer outcomes
• Collaborate with Sales and Customer Success leadership on account segmentation, coverage models, and territory planning
• Represent the voice of the enterprise customer in internal strategy and product roadmap discussions

About You

• Proven experience leading and scaling enterprise account management, customer success, or strategic account teams within B2B SaaS
• Track record of building and coaching high‑performing teams that consistently exceed retention and growth targets
• Deep experience engaging with executive stakeholders in complex enterprise organizations
• Strong business acumen with the ability to translate technical capabilities into measurable business value
• Experience developing and scaling account management processes, playbooks, and EBR/QBR frameworks
• Skilled at navigating and influencing cross‑functional organizations, internally and externally
• Excellent executive communication, organizational, and people‑leadership skills
• 8+ years of enterprise account management or customer success experience, including 3+ years in a leadership or management role
• Experience within IT Operations, Endpoint Management, RMM, Security, or adjacent enterprise technology environments preferred

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, 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 opportunities for growth and advancement.

Additional Information

This position is NOT eligible for Visa sponsorship.

Due to operational policies, NinjaOne is unable to hire for this role within the city limits of Chicago. We will consider all qualified candidates who reside outside of the city proper or are willing to self‑relocate.

Starting pay for the successful applicant depends on a variety of job‑related factors, including but not limited to location, market demands, experience, job-related knowledge, and skills. The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage and PTO.

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.