Team Lead, Customer Success

About the role

NinjaOne is looking for a Team Lead, Customer Success to lead a team of six Customer Success Managers in Sydney, Australia. The role reports to the Manager, Customer Success, and involves protecting retention through calls, coaching the team to hit its targets and building the operations needed to scale. It is a hybrid position with three days per week in the office.

Key responsibilities

• Hire, lead, mentor and develop Customer Success Managers, and own hiring as the team grows.
• Set and maintain KPIs and performance targets, run regular reviews and check-ins, and build development plans supported by training and resource sharing.
• Foster a collaborative, high-performance culture focused on accountability, creativity and continuous improvement.
• Own Net Dollar Retention and forecasting accuracy across the team's book, using MEDDPICC to qualify and track opportunities.
• Build fluency across process, product, channel and billing to support complex customer scenarios.
• Drive adoption of AI tools to reduce admin and free up time for customer-facing work.
• Partner with the Manager, Customer Success to evolve the team's operational framework as the organisation scales.

Required profile

• 2-4 years of experience managing a team, with a track record of coaching reps to hit targets.
• Background in an IT-adjacent space such as data, observability, endpoint management or consulting services.
• Strong operational instincts, with a focus on process, forecasting rigour and quota accountability.
• Comfortable staying close to the work and adapting to a growing, evolving team structure.
• Valid working rights in Australia; visa sponsorship is not provided.

Required skills

• Hands-on experience with Salesforce (mandatory).
• Familiarity with Tableau, Gainsight, Staircase or similar AI-driven CS tools is a plus.
• Consultative communication, active listening, problem-solving and analytical thinking.

What we offer

• Hybrid work environment plus free in-office lunches.
• Growth and advancement opportunities as the company scales across APAC.
• Access to a training platform and competitive compensation.
• A collaborative, international team.