Director, Enterprise CSM

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.

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.

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,