Manager, Customer Success, SLED

Manager, Customer Success, SLED Oldsmar, FL Job Details Full-time 1 day ago Benefits Health insurance Unlimited paid time off Dental insurance 401(k) Vision insurance Opportunities for advancement Qualifications Revenue growth Managing customer accounts Stakeholder engagement Strategic management Customer relationship building Customer retention Upselling Regulatory compliance Data reporting English Client relationship development Improving operational efficiency Cross-selling Team development Hiring Key Performance Indicators Salesforce Cloud Analysis skills Continuous improvement Team management Business development within government Task prioritization Mentoring B2B CRM system proficiency Training & development Root cause analysis Senior level SaaS Training Cross-functional collaboration Account management Escalation handling Leadership 2 years Data-driven decision making Communication skills Consultative selling Stakeholder relationship building Cross-functional communication Analytics Stakeholder management Performance evaluation Full Job Description About the Role We are seeking a strategic, execution-focused, and data-driven leader to guide our Customer Success team focused on State, Local Government, and Education (SLED) through the next stage of NinjaOne's growth. You will be accountable for driving measurable results across our SLED portfolio and partner ecosystem by improving retention, expanding adoption, and accelerating revenue growth within public sector accounts. This role is both strategic and hands-on. You will define and execute success strategies tailored to SLED customers and the channel partners who support them, foster a culture of accountability and customer focus, and lead a team that consistently delivers impact in complex public sector environments. You will be responsible for coaching and scaling talent, monitoring key metrics, and ensuring customer, partner, and regulatory requirements translate into tangible business outcomes for NinjaOne. Reporting to the Director of Customer Success, you will play a key role in shaping how we scale SLED success globally. Location - Hybrid in Austin, TX (In the office 4 days per week Mon, Tues, Wed, & Thurs) What You'll Be Doing Team Leadership and Development Hire, lead, mentor, and develop a team of SLED-focused Customer Success Managers, providing guidance and support to help them achieve their goals across public sector accounts and supporting channel partners. Set and maintain KPIs and performance targets aligned to SLED retention, adoption, and expansion goals. Conduct regular performance reviews and check-ins, and create development plans to boost team skills and growth, supported by continuous training and resource sharing specific to public sector needs and procurement environments. Foster a collaborative and high-performance culture within the team, promoting accountability, creativity, and continuous improvement while navigating the unique dynamics of government and education customers. Strategic Account Management Oversee the management of a portfolio of SLED customers and their supporting channel partners, ensuring high levels of satisfaction, compliance alignment, and retention. Establish and maintain executive-level relationships with key SLED stakeholders and channel partners, acting as a trusted advisor and point of escalation within public sector environments. Analyze product usage data, contract structures, funding cycles, and customer feedback to identify trends, opportunities for improvement, and potential risks. Implement strategies to enhance product adoption, align to budget cycles, and reduce churn within SLED accounts. Drive Customer Growth Develop and execute strategic plans to identify and capitalize on renewals, cross-sell, and up-sell opportunities within the SLED customer base, in alignment with public sector procurement processes and partner-led motions. Establish and uphold KPIs that ensure the team conducts regular check-ins and strategic touchpoints with customers and partners, addressing evolving needs, compliance requirements, and capturing opportunities for expansion and long-term growth. Collaborate with Sales, Channel, Marketing, Product, Support, and Services teams to drive SLED customer success and optimize the public sector customer journey. Operational Excellence Utilize Salesforce to track team activities, forecast renewals and expansion opportunities, and communicate account status and progress accurately across SLED accounts and partner-supported engagements. Maintain detailed records of team performance, customer interactions, KPIs, and growth metrics specific to public sector accounts. Regularly report on these metrics to senior management to facilitate data-driven decisions. Implement best practices for SLED account management processes, ensuring consistency, efficiency, scalability, and alignment with public sector procurement cycles and partner collaboration. Customer Advocacy Act as a SLED customer advocate, championing their needs, compliance requirements, and feedback within the organization. Influence and inspire SLED customers and partners by presenting tailored solutions that address public sector challenges and drive long-term success and loyalty. Proactively resolve customer and partner issues and escalations, ensuring a high level of satisfaction across complex stakeholder environments. Other duties as needed. About You 3+ years' experience as an Account Manager or Customer Success Manager in the B2B SaaS space 3+ years' experience working with SLED customers required; experience working with Channel Partners, Value Added Resellers, or Distributors supporting public sector accounts strongly preferred 2+ years' of proven people leadership experience directly managing a team of Customer Success Managers or similar quota-carrying customer-facing roles Demonstrated understanding of public sector procurement cycles, funding models, and stakeholder environments within State, Local Government, or Education organizations Exceptional consultative skills, including the ability to communicate clearly, actively listen, inspire, project confidence, and overcome objections within complex multi-stakeholder environments Strong analytical mindset with the ability to identify root causes and develop adequate solutions quickly Customer-focused, with a passion for providing exceptional service and measurable value to public sector organizations High levels of organization and the ability to prioritize tasks effectively within structured and compliance-driven environments Ability to work collaboratively with cross-functional teams and influence without direct authority Fluent in English, with excellent written and verbal communication skills Experience in the SaaS/cloud industry or within the IT industry is a plus Experience with Salesforce required You align with the demonstrated values that have made Ninja great: Curiosity, Integrity, Kindness, Humility, Innovation, and are committed to reinforcing and growing this mindset on your teams 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. 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. #LI-SC1 #LI-Hybrid #BI-Hybrid