Director, Enterprise CSM

Director, Enterprise CSM NinjaOne   About the Role NinjaOne is hiring a Director, Enterprise CSM to build and lead the team responsible for our largest and most strategic enterprise customer relationships. Enterprise CSMs (Customer Success Managers) act as trusted advisors to executive and operational stakeholders, owning a portfolio of high-value accounts and driving retention, adoption, and growth across complex enterprise environments. This leader sets the strategy and standards for how the team delivers on those outcomes, while personally engaging as an executive sponsor on the most critical relationships. The Director partners closely with Sales, Product, Support, and Executive Leadership to ensure enterprise customers realize measurable value from the NinjaOne platform. This role combines people leadership, strategic account management expertise, and executive presence to scale a high-performing team and represent the voice of the enterprise customer at the leadership table. This role currently leads a team of 6–9 Enterprise CSMs and reports to the VP of Sales. Travel: Some travel is expected for a role this executive-facing, typically 15%, including onsite Executive Business Reviews , executive sponsor visits, and strategic account planning sessions. What You'll Be Doing •           Lead, coach, and develop a team of Enterprise CSMs, setting clear goals, expectations, and growth paths for each team member •           Own team-level outcomes for retention, adoption, expansion, and customer satisfaction across the enterprise account portfolio •           Recruit, hire, and onboard Enterprise CSMs; build a collaborative, accountable, and high-performing team culture •           Serve as an executive sponsor and escalation point for the most strategic accounts, engaging directly with C-level and senior stakeholders •           Drive consistency and quality across Executive Business Reviews (EBRs/QBRs), account planning, and customer engagement practices •           Partner with Sales, Product, Support, and Leadership to align account strategy with company objectives and deliver a seamless enterprise experience •           Own forecasting, reporting, and executive-level visibility into account health, risk, and expansion pipeline for the portfolio •           Build and scale repeatable playbooks, processes, and enablement to improve team efficiency and customer outcomes •           Collaborate with Sales and Customer Success leadership on account segmentation, coverage models, and territory planning •           Represent the voice of the enterprise customer in internal strategy and product roadmap discussions About You •           Proven experience leading and scaling enterprise account management, customer success, or strategic account teams within B2B SaaS •           Track record of building and coaching high-performing teams that consistently exceed retention and growth targets •           Deep experience engaging with executive stakeholders in complex enterprise organizations •           Strong business acumen with the ability to translate technical capabilities into measurable business value •           Experience developing and scaling account management processes, playbooks, and EBR/QBR frameworks •           Skilled at navigating and influencing cross-functional organizations, internally and externally •           Excellent executive communication, organizational, and people-leadership skills •           8+ years of enterprise account management or customer success experience, including 3+ years in a leadership or management role •           Experience with enterprise CS and GTM tools such as Gainsight, Salesforce, Salesloft , or similar platforms preferred •           Experience within IT