Job Description
About the Role
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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.
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Location:
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Sydney, Australia - Hybrid (3 days per week in office)
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What You'll Do
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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 solid 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
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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
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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 outstanding 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.
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What You'll Love
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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
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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 **** and the Australian Human Rights Commission Act **** (including the Age Discrimination Act ****, Disability Discrimination Act ****, Racial Discrimination Act ****, and Sex Discrimination Act ****). 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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#LI-PV1
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#LI-Remote
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#LI-Hybrid
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#BI-Remote
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#BI-Hybrid

📌 Team Lead, Customer Success (New South Wales)
🏢 Ninjaone
📍 New South Wales