Director, Enterprise CSM

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. Enterprise Customer Success Managers act as trusted advisors to executive and operational stakeholders, owning portfolios of high-value accounts and driving retention, adoption, and growth across complex enterprise environments. This leader will set the strategy and standards for how the team delivers on those outcomes while personally engaging as an executive sponsor on the most critical customer relationships. The Director will partner 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 across the organization. The Director currently leads a team of 6–9 Enterprise CSMs and reports to the VP of Sales. Travel: Approximately 15%, including onsite Executive Business Reviews, executive sponsor visits, and strategic account planning sessions. What You’ll Be Doing Lead, coach, and develop a team of Enterprise CSMs, setting clear goals, expectations, performance standards, and growth paths for each team member. Own team-level outcomes for customer retention, adoption, expansion, and satisfaction across the enterprise account portfolio. Recruit, hire, and onboard Enterprise CSMs while building a collaborative, accountable, and high-performing team culture. Serve as an executive sponsor and escalation point for NinjaOne’s most strategic enterprise accounts, engaging directly with C-level and senior stakeholders. Drive consistency and quality across Executive Business Reviews, Quarterly Business Reviews, account planning, and ongoing customer engagement practices. Partner closely with Sales, Product, Support, and Executive Leadership to align account strategy with company objectives and deliver a seamless enterprise customer experience. Own forecasting, reporting, and executive-level visibility into account health, customer risk, retention, and expansion pipeline across the portfolio. Build and scale repeatable playbooks, processes, and enablement programs that improve team efficiency and customer outcomes. Collaborate with Sales and Customer Success leadership on account segmentation, coverage models, capacity planning, and territory strategy. Identify trends and opportunities across the enterprise portfolio and translate customer insights into actionable strategies for the business. Represent the voice of the enterprise customer in internal strategy, go-to-market, and product roadmap discussions. Perform other duties as needed. About You 8+ years of enterprise account management, customer success, or strategic account experience within B2B SaaS, including 3+ years in a leadership or people management role. Proven experience leading and scaling enterprise customer success, account management, or strategic account teams. Demonstrated track record of building and coaching high-performing teams that consistently achieve or exceed retention, adoption, and growth targets. Deep experience engaging with executive stakeholders and navigating complex relationships within large enterprise organizations. Strong business acumen with the ability to translate technical capabilities into measurable customer and business value. Experience developing and scaling enterprise account management processes, playbooks, customer lifecycle programs, and EBR/QBR frameworks. Strong ability to identify customer risk, develop mitigation strategies, and mobilize cross-functional teams to protect and grow strategic relationships. Skilled at navigating and influencing complex, cross-functional organizations both internally and externally. Excellent executive communication, organizational, coaching, and people leadership skills. Ability to operate strategically while remaining close enough to the business to support critical customer situations and team execution. Experience with enterprise Customer Success and GTM tools such as Gainsight, Salesforce, Salesloft, or similar platforms preferred. Experience within IT Operations, Endpoint Management, RMM, Security, or adjacent enterprise technology environments preferred. 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 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. 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-Remote #BI-Remote #LI-SP1