Customer Success Manager

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

As a member of the account management team, you will collaborate closely with sales leadership and cross-functional teams to effectively develop and manage customer accounts.

What You'll Do

• Account Management to a designated Book of Business, serving as the main point of contact for the partner and our internal teams.
• Commit to exceeding customer expectations, maintain long-term both technical and business-level relationships with your account's primary stakeholders, take ownership of challenging customer situations, manage them effectively, and see them through to resolution.
• Negotiate and lead account-based commercial discussions on the existing partner base, working to preserve GRR and uncover gaps in the partners current tech-stack to recommend new N-able solutions and opportunities to drive NRR and secure contract renewals.
• Recommend how N-able products can improve success within partner portfolio through exhibiting a solutions sales mindset by partnering with the Product Sales Specialists on the account.
• Schedule reoccurring Customer Success calls, Quarterly/Strategic/Executive business reviews or conduct outreach to engage with customers in need of a call, use these meetings to understand their goals, highlight value, flag opportunities for growth, align resources and address both technical & business roadblocks to achieve their desired outcomes.
• Utilize dashboards and reporting to track customer success metrics, account health & engagement scores to grow the relationship, drive increased account engagement and target potential risk within the base.
• Flag and action risk indicators as well as owning and defusing challenging customer situations, should they arise while turning them into an opportunity for positive outcomes & increased customer loyalty.
• Create opportunities for customer advocacy, such as success stories, case studies and referenceable advocates, as well as explore and recommend ways to improve customer satisfaction and raise customer advocacy (NPS).

What You'll Bring

• 3-5 years of experience working in as a Customer Success Manager, Account Manager or Account Executive, preferably at a SaaS company or MSP vendor
• Proven track record delivering presentations and Business Reviews to account stakeholders including business owners, technicians and marketing managers to convey and influence
• History of successful attainment against target and key performance indicators (KPIs) in previous roles
• Advanced understanding of the MSP industry and experience working with MSPs/Business Owners or technical managed services stakeholders
• Advanced collaborator with internal teams to advocate for customer solutions (Sales, Technical Support, Marketing, etc.)
• Demonstrated ability to identify cross and upsell opportunities within existing customer base
• Cybersecurity, Data Protection, or RMM/Unified EndPoint Management experience would be preferred

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.