Team Lead, Customer Success - EMEA

About the Role
As NinjaOne continues its remarkable growth journey, we are seeking a dynamic Team Lead, Customer Success to lead and inspire a team of Account Managers. This role is critical in driving the success of our customer relationships, ensuring exceptional service, and achieving growth targets. You will play a pivotal role in shaping our account management strategies and fostering a customer-centric culture within the team. As a Team Lead, Customer Success you will be responsible for overseeing the performance of your team, ensuring they build and maintain strong, long-lasting customer relationships and achieve their business objectives.
Location - Berlin, Germany
Team Leadership and Development:

• Hire, lead, mentor and develop a team of Account Managers, providing guidance and support to help them achieve their goals
• Set and maintain KPIs and performance targets, conduct regular performance reviews and check-ins, and create development plans to boost team skills and growth, supported by continuous training and resource sharing
• Foster a collaborative and high-performance culture within the team, promoting accountability, creativity, and continuous improvement

Drive Customer Growth:

• Develop and execute strategic plans to identify and capitalize on renewals, cross-sell and up-sell opportunities within the customer base
• Establish and uphold KPIs that ensure the team conducts regular check-ins and touch points with customers, addressing their needs and capturing opportunities for additional expansion and growth
• Collaborate with Sales, Marketing, Product, Support, and Services teams to drive customer success and optimize the customer journey

Operational Excellence:

• Utilize Salesforce to track team activities, forecast opportunities, and communicate account status and progress accurately
• Maintain detailed records of team performance, customer interactions, KPIs and growth metrics; regularly report on these metrics to senior management to facilitate data-driven decisions
• Implement best practices for account management processes, ensuring consistency, efficiency, and scalability
• Other duties as needed

About You

• 2-3 years experience as an Account Manager or Customer Success Manager in the B2B SaaS space
• Proven people leadership experience directly managing a team of Account Managers or similar customer-facing roles
• Exceptional consultative skills, including the ability to communicate clearly, actively listen, inspire, project confidence, and overcome objections
• 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 value
• High levels of organization and the ability to prioritize tasks effectively
• Ability to work collaboratively with cross-functional teams and influence without direct authority
• Fluent in English and at least one of these languages: German, French, Italian and/or Dutch
• Experience in the SaaS/cloud industry or within the IT industry is a plus
• Experience with Salesforce
• You align with the demonstrated values that have made NinjaOne great: Curiosity, Integrity, Kindness, Humility, Innovation, and are committed to reinforcing and growing this mindset on your team

About Us
NinjaOne automates the hardest parts of IT to deliver visibility, security, and control over all endpoints for more than 20,000 customers. The NinjaOne automated endpoint management platform is proven to increase productivity, reduce security risk, and lower costs for IT teams and managed service providers. NinjaOne is obsessed with customer success and provides free and unlimited onboarding, training, and support. NinjaOne is #1 on G2 in endpoint management, patch management, remote monitoring and management, and mobile device management.
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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