Sr. Customer Success Manager at Supportninja Inc.

Work Setup: Hybrid - Sanctum

Type of Contract: Full-Time

Schedule/Hours: 8 AM – 5 PM Australian Time - Mon-Fri.

Equipment: Company Provided

The Senior Customer Success Manager will manage a portfolio of key accounts in the SaaS industry, with the most complex global accounts. You’ll build trusted relationships, drive product adoption, and ensure customers achieve measurable business outcomes. Acting as a strategic advisor and cross-functional liaison, you’ll deeply understand customer needs, coach them toward success, and continuously seek insights to strengthen the partnership. 

What does a day in the life of a Sr. Customer Success Manager look like?

• Daily: Coordinate/participate in customer/internal calls; manage Gainsight CTAs; document/send meeting notes/recaps; build decks/agendas; practice.
• Weekly: Update renewal forecasts/CS Object fields; manage active escalations; build/review account plans, actioning at-risk/unengaged accounts.
• Monthly: Track toward MBO/KPI attainment; lead 45-60 min customer call (EVERY customer); update renewal forecasts/CS Object/Use Cases/ROI (min. every 30 days).
• Quarterly: Drive MBO/KPI progress; conduct Quarterly Business Reviews (QBRs) 1x/customer.
• Annual: Conduct Executive Business Reviews (EBRs); Success Planning workshops for goal recalibration; move customers toward impacts, outcomes, and value.
• ONBOARDING/IMPLEMENTATION (First 90 days/Post-GoLive): Readiness Assessments, SMART Goals, Change Management, Maturity Model.
• ADOPTION & EXPANSION:
• Quarterly/Annual: Business Reviews (Wins, Challenges, Success Plan, Metrics).
• Monthly: Lite Business Reviews (Value-driven, outcomes-based), Success Planning (workshops/goal management).
• 6-12 months: Readiness Assessments.
• Ongoing: SMART Goals, Success Planning, Maturity Model.
• As-Needed: Change Management, Executive Alignment, and SaaS Community overview.
• RENEWAL: Business Reviews, Executive Alignment.
• ADVOCACY: Referral Program. Connect Inspire Speakers and Awards. Case Studies
• High-Level Expectations: You are the CEO of your book of business, which means you own the strategy, ownership, and delivery of results for each customer within your portfolio.
• You are expected to drive customers to improved adoption, mitigate and action on risk to influence healthier retention, and work strategically to optimize each customer’s experience with the solutions they’ve purchased.
• You must proactively plan and manage projects, strategize, build forward-looking account plans, and drive your customers towards impact, outcomes, and higher value-realization
• This role requires big picture thinking as well as execution against the details
• Collaboration with cross-functional team members as well as customer stakeholders is imperative
• Internal management of documentation and data hygiene is expected in addition to thorough communication, success plans, and follow-up with customers

What are the qualifications of a Sr. Customer Success Manager?

• 8 to 10 years of B2B SaaS experience owning and driving accountability for strategic and enterprise-level, global customer accounts. As a subset of total experience, 5 or more years of B2B SaaS Customer Success experience in a complex enterprise-grade SaaS company with a proven track record of customer retention and expansion.
• Able to interpret complex data, uncover patterns, and translate insights into actionable strategies. Uses data-driven approaches to guide customer maturity, identify areas for improvement, and track success with precision. Be comfortable using tools such as Power BI, Gainsight, Salesforce, and Clari or similar tools.
• Exceptional communicator with the ability to clearly convey complex concepts and technical details to both executive-level and non-technical audiences. Skilled at building rapport, earning trust, and managing relationships across diverse customer profiles and internal teams.
• comfortable navigating complexity and ambiguity. Equally adept at diving into operational details and engaging at a strategic level to drive meaningful customer outcomes. Self-guided with the ability to understand the big picture and develop detail-oriented
• Able to align product functionality and adoption to broader business goals, interpreting or creating these in partnership with your customers. Confident in advising on best practices, backed by a solid understanding of revenue models, KPIs, and financial metrics relevant to the customer’s industry.
• Passion for advocating on behalf of customers, representing their interests, and influencing internal stakeholders to deliver customer-centric solutions. Dedication to ensuring customer satisfaction, loyalty, and long-term partnerships. 
• Demonstrated commitment to staying updated with industry trends, emerging technologies, and best practices in customer success. Willingness to adapt and learn new skills as your customers’ industry and revenue lifecycle processes evolve.  Skilled at driving discovery and peeling back layers; not afraid to ask questions and tactfully challenge the status quo.
• Excellent communication skills, both with customers and within an organization. Exceptional negotiation and interpersonal skills.
• Strong track record of identifying trends and providing recommendations to address customers’ needs
• Strong track record of defining and executing against key performance indicators.
• Ability to build trust and rapport with a customer success team and customers.
• Strong track record of building a positive team culture.
• Proactively interested in increasing customer satisfaction and deepening customer relationships.
• Comfortable and willing to be a hands-on contributor, on-site with customers.
• Proficiency in CRM software and other tools used for customer lifecycle management.
• Experience with enterprise SaaS vendors.
• Ability to build and maintain strong relationships with diverse internal and external constituencies, including senior-level executives and legal, technical, finance, sales, and marketing experts.
• Previous experience with Salesforce, Gainsight, or other Customer Success platforms is preferred.
• 5+ years of end-user or intermediate-level CRM experience, preferably in Salesforce.com and its reporting functionalities.
• Ability to develop and execute long-term strategies for customer retention and growth.
• Team player who will innovate to continue improving how SNI serves its customers.

Ninja Perks and Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO 1st day
• Paid time off + birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

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Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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