Customer Success Manager

Why N-able
At N-able, we're not just helping businesses be secure —we're redefining what it means to be cyber resilient. Our end-to-end platform blends AI-powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We're a global crew of N-ablites, who love solving complex problems, sharing knowledge, and delivering solutions that actually make a difference. If you're into meaningful work, fast growth, and a team that's got your back, you'll be surrounded by people who believe in what they do—and in you.

As a key member of our Customer Success team, the Customer Success Manager (CSM) is the primary relationship owner between N-able and our customers and partners. Drawing on your account management expertise, customer service acumen, and industry knowledge, you will ensure customers realize maximum value from their subscriptions, drive adoption of new products, and help us meet retention goals by delivering a world-class customer experience.

What You'll Do

• Own a Book of Business: Serve as the main point of contact for a portfolio of customers and partners, acting as their trusted advisor and internal advocate.
• Build Lasting Relationships: Exceed customer expectations by cultivating long-term technical and business-level relationships with key stakeholders.
• Drive Retention & Growth: Lead commercial conversations to preserve Gross Revenue Retention (GRR), identify gaps in the customer's tech stack, and recommend N-able solutions to drive Net Revenue Retention (NRR) and secure renewals.
• Promote Product Adoption: Partner with Product Sales Specialists to position N-able solutions that align with customer goals and drive success.
• Lead Strategic Engagements: Schedule and conduct recurring Customer Success touchpoints, including Strategic, Quarterly, and Executive Business Reviews. Use these to align on goals, showcase value, address roadblocks, and uncover growth opportunities.
• Leverage Data for Impact: Use dashboards and reporting tools to monitor customer health, engagement, and success metrics—proactively identifying risks and opportunities.
• Turn Challenges into Wins: Take ownership of complex customer issues, resolve them effectively, and transform them into loyalty-building moments.
• Champion Customer Advocacy: Identify and cultivate advocates through success stories, case studies, and references. Continuously seek ways to enhance satisfaction and boost Net Promoter Score (NPS).

What You'll Bring

• 3-5 years of experience as a Customer Success Manager, Account Manager, or Account Executive—ideally in a SaaS or MSP environment.
• Proven ability to deliver compelling presentations and business reviews to diverse stakeholders, including business owners, technicians, and marketers.
• A track record of consistently meeting or exceeding performance targets and KPIs.
• Deep understanding of the MSP industry and experience working with managed service providers or technical stakeholders.
• Strong cross-functional collaborator who partners effectively with Sales, Support, Marketing, and other internal teams.
• Demonstrated success in identifying and executing cross-sell and upsell opportunities.
• Experience in Cybersecurity, Data Protection, or RMM/Unified Endpoint Management is a plus.

Purple Perks

• Generous PTO and observed holidays
• 2 Paid VoluNteer Days per year
• Superannuation
• Employee Stock Purchase Program
• FuN-raising opportunities as part of our giving program
• N-ablite Learning - custom learning experience as part of our investment in you

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.