Team Lead, Customer Success

Job Description

About the Role \n

NinjaOne is scaling fast, and we need a leader who leads from the front. As Team Lead, Customer Success, you'll take the wheel on a team of six CSMs, jumping into calls to protect retention, coaching your people to hit their numbers, and building the operational muscle that lets us scale without losing our edge.

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If you want ownership, team quota accountability, and a direct hand in shaping how a high-growth CS org runs, this is your seat.

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This role reports to the Manager, Customer Success.

Location: \n

Sydney, Australia - Hybrid (3 days per week in office)

What You'll Do \n

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• Hire, lead, mentor and develop a team of Customer Success Managers, providing guidance and support to help them achieve their goals.
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• 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.
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• Foster a collaborative and high-performance culture within the team, promoting accountability, creativity, and continuous improvement.
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• Own hiring for your team as it continues to grow, building a bench of strong CSMs.
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• Own Net Dollar Retention and forecasting accuracy across your team's book, using MEDDPICC to qualify and track opportunities.
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• Build fluency across process, product, channel, and billing so you can support your team through complex customer scenarios.
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• Drive adoption of AI tools within the team to cut down on admin and free up time for customer-facing work.
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• Partner with the Manager, Customer Success to evolve the team's operational framework as the org scales.
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About You \n

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• 2-4 years of experience managing a team, with a track record of coaching reps to hit targets
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• Background in an IT-adjacent space such as data, observability, endpoint management, or consulting services
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• Hands-on with Salesforce (mandatory); familiarity with Tableau, Gainsight, Staircase, or similar AI-driven CS tools is a plus
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• Strong operational instincts, with a bias toward process, forecasting rigour, and quota accountability
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• Comfortable staying close to the work, rather than managing from a distance
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• Adaptable and comfortable operating in a growing, evolving team structure
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• Exceptional consultative skills, including the ability to communicate clearly, actively listen, inspire, project confidence, and overcome objections
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• Strong analytical mindset with the ability to identify root causes and develop adequate solutions quickly
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About Us \n

NinjaOne unifies IT to simplify work for more than 40,000 customers in 140+ countries.

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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.

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NinjaOne is obsessed with customer success and has retained a 98% customer satisfaction score for more than 5 years.

What You'll Love \n

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• A collaborative, kind, and curious community
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• Hybrid work environment plus free in-office lunches throughout the week
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• Real opportunity for growth and advancement as we scale across APAC
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• The chance to grow personally and professionally with one of the fastest-growing companies globally
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• Access to our renowned training platform to develop your skills
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• Competitive compensation
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• Collaboration with an amazing international workforce
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Additional Information \n

Applicants must hold valid working rights in Australia at the time of application. We are unable to provide visa sponsorship for this role.

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We are an equal opportunity employer in accordance with Australia's Fair Work Act 2009 and the Australian Human Rights Commission Act 1986 (including the Age Discrimination Act 2004, Disability Discrimination Act 1992, Racial Discrimination Act 1975, and Sex Discrimination Act 1984). All applicants will receive fair consideration for employment regardless of nationality, gender, age, disability, or background. We are committed to fostering an inclusive and respectful workplace for all employees.

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