Manager, Customer Success (Mid Shift)

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!

You will lead a team of Account Managers to drive the achievement of time-sensitive retention and growth targets for N-able products, solutions, and initiatives within the existing customer base. Collaborating closely with sales, partner success leadership, and cross-functional teams, you will develop scalable strategies, optimize team performance, and elevate customer satisfaction.

What You'll Do

Team Leadership:

• Manage a team of Account Managers (AMs) responsible for achieving retention and growth targets within their designated Books of Business.
• Set clear performance goals, provide regular coaching, and conduct performance reviews to ensure individual and team success.
  
  
  

Strategic Planning & Execution

• Develop and implement strategies to meet retention, growth, and customer success objectives across the partner base.
• Monitor team performance against KPIs, identify trends, and adjust tactics to optimize results.
  
  
  

Customer Relationship Management

• Oversee key partner relationships, stepping in to support high-priority accounts or escalations when needed.
• Foster a culture of customer-centricity, ensuring the team maintains long-term technical and business-level relationships with partner stakeholders.
  
  
  

Revenue Growth & Account Optimization

• Guide the team in identifying gaps in partner tech stacks and recommending N-able solutions for growth opportunities.
• Support account-based commercial negotiations, helping the team preserve revenue while uncovering cross-sell/upsell potential.
  
  
  

Engagement & Business Reviews

• Ensure the team regularly schedules Customer Success calls, Quarterly/Strategic/Executive Business Reviews, and other outreach to align with partner goals, highlight value, and resolve roadblocks.
• Establish processes to address partner goals and align resources for technical and business outcomes.
  
  
  

Risk Management & Metrics

• Utilize dashboards and reporting to monitor customer success metrics, account health, and engagement scores across the team’s portfolio.
• Proactively identify and mitigate risks within the install base, ensuring the team takes ownership of challenging customer situations and drives positive outcomes.
  
  
  

Customer Advocacy

• Promote opportunities for customer advocacy by supporting the creation of success stories, case studies, and referenceable advocates.
• Lead initiatives to improve customer satisfaction, elevate NPS scores, and raise overall partner loyalty.
  
  
  

Cross-Functional Collaboration

• Act as a liaison between the Account Management team and cross-functional stakeholders, including Sales, Product, and Support, to align efforts and ensure seamless execution of initiatives.
• Provide feedback to leadership on customer insights, market trends, and process improvements to drive innovation and efficiency.
  
  
  

Training & Development

• Support the ongoing development of team members through coaching, training programs, and skill-building initiatives.
• Ensure the team is proficient in using tools, dashboards, and workflows to maximize productivity and partner success.
  
  
  

What You'll Bring

• 5-7 years of relevant work experience in customer-facing roles such as renewals, sales, customer success, customer support, sales engineering, or account management
• 3+ years leading or managing customer success and/or account management teams
  
  
  

Purple Perks

• Medical and dental insurance
• Generous PTO and observed holidays
• 2 Paid VoluNteer Days per year
• Employee Stock Purchase Program
• Pension with company-contribution
• Weekly lunch allowance, Monthly grab & go onsite pantry allowance
• Monthly internet allowance
• De Minimis - monthly allowance
• FuN-raising opportunities as part of our giving program
• N-ablite Learning - custom learning experience as part of our investment in you
• The Way We Work - our hybrid working model based on trust and flexibility
  
  
  

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.