Team Lead, Customer Success

About the Role

NinjaOne is rapidly expanding and seeks a hands-on Team Lead for Customer Success to guide a group of six Customer Success Managers (CSMs). This leader will actively participate in client calls to ensure retention, coach their team to surpass targets, and develop scalable operational capabilities without compromising quality. Reporting directly to the Manager of Customer Success, this position is based in Sydney with a hybrid work model requiring presence in the office three days per week.

Key Responsibilities

• Recruit, lead, mentor, and develop a team of CSMs, ensuring they achieve their objectives through effective support.
• Establish and uphold KPIs and performance goals, conduct regular evaluations and feedback sessions, and foster skill enhancement through ongoing training and resource sharing.
• Cultivate a collaborative and high-achieving environment that encourages accountability, innovation, and continuous improvement.
• Lead team hiring efforts to expand capacity with qualified Customer Success professionals.
• Manage Net Dollar Retention and maintain forecasting accuracy by leveraging the MEDDPICC qualification methodology.
• Maintain comprehensive knowledge of processes, products, channels, and billing to resolve complex customer issues effectively.
• Promote adoption of AI tools to reduce administrative tasks and maximize customer engagement time.
• Work closely with the Customer Success Manager to refine the team’s operational framework as the organization grows.

Candidate Profile

• 2 to 4 years of experience in managing teams with proven success in coaching to meet quotas.
• Experience in IT-related fields like data, observability, endpoint management, or consulting services.
• Proficient in Salesforce (mandatory); familiarity with Tableau, Gainsight, Staircase, or other AI-enabled customer success platforms is advantageous.
• Strong operational focus, emphasizing structured processes, accurate forecasting, and responsibility for quotas.
• Preference for close involvement in daily tasks rather than distant supervision.
• Adaptable and comfortable with evolving organizational structures and growth.
• Excellent consultative communication skills, including clarity, active listening, motivation, confidence in presentation, and objection handling.
• Analytical abilities to identify root causes and quickly craft effective solutions.

About NinjaOne

NinjaOne consolidates IT operations for over 40,000 clients across 140+ countries, offering a unified IT platform that includes endpoint management, autonomous patching, backup, and remote access within a single interface. The platform enhances operational efficiency, boosts resilience, and reduces expenses by automating IT and managing endpoints seamlessly. NinjaOne maintains an exceptional 98% customer satisfaction rate sustained for more than five years.

Employee Benefits

• A supportive, collaborative, and inquisitive company culture.
• Hybrid work setup with complimentary lunches available during office days.
• Significant opportunities for professional growth and advancement as the company expands across the APAC region.
• Chance to enhance personal and professional skills within a rapidly scaling, international business.
• Access to recognized training resources for skill development.
• Competitive salary package.
• Engagement with a diverse and talented international workforce.

Additional Information

Applicants must have valid legal work authorization in Australia; visa sponsorship is not provided. The company is committed to equal opportunity employment in compliance with Australia's Fair Work Act 2009 and relevant human rights legislation, ensuring all candidates receive unbiased consideration regardless of nationality, gender, age, disability, or background. NinjaOne strives to foster an inclusive and respectful workplace environment.