Manager, Customer Success

1 month ago

Sydney, Australia N-able Full time

Why N-able:
IT doesn’t get better than this N-able isn’t just another software company - we’re going places, and we’d love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you’re adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work, our hybrid working model based on trust and flexibility, allows you to maximize your contributions while growing your career. Join a team where you can make a difference

The Manager of Partner Success leads and develops a team of partner success managers who engage with N-able partners to drive adoption, retention, growth, and advocacy.

Core responsibilities include accelerating time-to-value by increasing the adoption of features and products; ensuring customers achieve value with their N-able products.; impacting product adoption, expansion sales, and retention by delivering best-in-class partner experiences; and developing staff through regular feedback, coaching, monitoring, and performance reviews.

The Manager works directly with their team through their responses to customer needs and serves as a point of direct customer contact and escalation as required. In addition, the Manager works across departments to drive issue resolution and provide feedback on business processes to all functions.

What You'll Do:

- Lead a team of customer advocates who will manage customer relationships and understand the customers’ desired outcomes, technical landscapes, and business goals. Identify how N-able products can best meet customer needs.
- Drive customer success outcomes by influencing customer lifetime value through retention, high product adoption, customer satisfaction, and overall net promoter scores, enabling expansion, and new business growth through customer advocacy.
- Measure the effectiveness of customer success by evaluating operational metrics, actively participating during internal reviews, sharing key performance indicators with senior leaders, and taking defined actions based on observations.
- Communicate directly with named customers and conduct data-driven analyses of customer behaviour to measure feature adoption and predict at-risk accounts. Manage escalations from the team as needed.
- Provide 1:1 coaching and growth opportunities for team members through a defined performance management process. Track individual training and professional development plans and carry out other managerial duties.
- Motivate the team to reach its full capabilities. Recognize and develop employee growth and create opportunities for high performance. Translate company goals into functional department and individual career goals and provide support and guidance to employees.
- Manage the day-to-day operations of a customer success team.
- Develop team priorities and objectives.
- Contribute to the development of client processes that ensure long-term client relationships.

What You'll Bring:

- Experience hiring, developing, and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management, and succession management to drive high levels of employee engagement
- Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization
- Strong empathy for customers and a passion for revenue and growth; strong understanding of value drivers in recurring revenue business models
- Strong reasoning & analytical skills; able to structure thinking into a logical flow and sequence easy for others to understand; able to create and work with conceptual frameworks
- Enthusiasm and creativity with the ability to inspire others

Purple Perks:

- Medical, dental and vision - for employee, partner, and children
- Generous PTO and observed holidays
- 2 Paid VoluNteer Days per year
- Pension Plan with company-contribution
- Employee Stock Purchase Program
- Discounted gym access at several local facilities
- FuN-raising opportunities as part of our giving program
- N-ablite Learning - custom learning experience as part of our investment in you
- The Way We Work - our hybrid working model based on trust and flexibility

About N-able:
At N-able, Inc. (NYSE: NABL), we are a global software company that turns IT possibilities into capabilities. That means we partner with technology leaders who support companies around the world by offering secure infrastructure and tools to navigate their evolving IT needs. We build strong relationships with our customers to help them thrive at every stage of growth, and at the heart of this effort is our network of N-ablites—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT.

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