Enterprise Customer Success Manager, SLED

ABOUT THE ROLE As an Enterprise SLED Account Manager at NinjaOne, you will play a pivotal role in driving long-term value and growth within large, complex state and federal agency accounts. You’ll serve as the primary point of contact for senior public sector stakeholders, ensuring enterprise-level government clients fully realize the benefits of NinjaOne’s IT management solutions while helping them modernize critical infrastructure, strengthen cybersecurity posture, and improve operational efficiency at scale. Your deep understanding of the unique challenges facing large government agencies—including multi-year budget cycles, grant funding, complex procurement frameworks, and stringent compliance mandates—will enable you to act as a high-level strategic advisor. You’ll translate NinjaOne’s capabilities into outcomes that matter in the public sector: risk reduction, audit readiness, cost avoidance, and improved citizen and student service delivery. You’ll drive product adoption, deepen executive relationships, and maximize the long-term value of NinjaOne’s footprint across your accounts. This role requires a strong background in enterprise SLED account management, public sector IT solutions, and customer success, with a proven track record of managing and growing complex, high-value accounts within large government organizations. LOCATIONS - Remote - TX, FL WHAT YOU’LL BE DOING Enterprise Account Growth & Retention: Own a portfolio of large state and federal agency accounts with diverse stakeholders and procurement structures. Drive deep product adoption across departments and campuses, identify strategic expansion opportunities, and ensure agencies fully realize the value of their NinjaOne investment throughout the contract lifecycle. Public Sector Advisory: Serve as a trusted advisor to senior government IT leaders—IT Directors, CIOs, CISOs, and department heads—helping them navigate complex budget constraints, multi-year procurement cycles, and evolving regulatory compliance requirements. Translate NinjaOne’s technical capabilities into outcomes they care about: Risk reduction – ransomware defense, endpoint visibility, and patching gap remediation Operational efficiency – empowering lean IT teams to manage more with less Audit readiness and compliance – CJIS, HIPAA, FERPA, NIST, and FedRAMP alignment Proactive Engagement & Adoption: Proactively identify gaps in endpoint visibility, patch compliance, and tool sprawl across departments before they become problems. Drive standardization and consolidation across agencies and campuses, and anticipate adoption challenges tied to staffing shortages, legacy infrastructure, and organizational change. Cross-Sell & Up-Sell Strategy: Identify and execute expansion opportunities—department-wide rollouts, agency consolidation, and replacement of legacy tools—by aligning NinjaOne’s RMM, endpoint management, cybersecurity, and automation solutions to enterprise-scale IT modernization initiatives. Position growth in terms public sector leaders respond to: cost savings, vendor consolidation, and reduced operational burden. Executive Engagement & Business Reviews: Lead structured Executive Business Reviews with senior agency stakeholders, focused on security posture improvements, cost avoidance, and progress against IT modernization roadmaps. Frame reporting around public accountability metrics—availability of digital services, responsible spending, and compliance posture—not just standard SaaS KPIs. Relationship Management: Build and maintain strong, multi-threaded relationships across agency IT teams, procurement offices, and senior leadership. Keep stakeholders engaged and informed on best practices, new capabilities, and funding strategies relevant to their missions. Complex Government Procurement & Contracts: Lead NinjaOne through sophisticated procurement processes including large-scale RFPs, multi-agency cooperative purchasing agreements, and federal and state contracting vehicles. Work closely with NinjaOne’s legal and finance teams to navigate grant funding sources (ARPA, E-Rate, CARES, state grants) and public sector buying vehicles. Cross-Functional Collaboration: Act as the internal voice of SLED customers, advocating for compliance requirements, procurement constraints, and security priorities across NinjaOne. Coordinate across: Sales – contract vehicle support and renewal strategy Support – escalation management for mission-critical agency services Product – surface and champion public sector feature gaps Services – connect agencies needing recurring technical assistance Forecasting & Reporting: Utilize Salesforce to manage enterprise pipeline, forecast revenue accurately, and track multi-stakeholder engagement across long, complex sales cycles aligned to government budget and appropriations timelines. Market Intelligence: Stay current on federal and state government IT priorities, agency-specific technology initiatives, cybersecurity mandates, and emerging compliance requirements. Proactively position NinjaOne as a strategic, long-term enterprise technology partner. HOW WE MEASURE SUCCESS In this role, success goes beyond standard SaaS metrics. We measure impact in ways that reflect how public sector organizations operate and what they’re accountable for: Retention and contract expansion throughout agencies and departments Adoption depth across departments, campuses, and agency divisions Reduction in security risk and tool fragmentation across accounts Measurable improvement in IT operational efficiency and compliance posture Customer elevation to reference, case study, or peer advocate within the SLED community ABOUT YOU Enterprise Public Sector Experience: You have a proven track record managing and growing large, complex state or federal government accounts, with deep knowledge of enterprise procurement processes, multi-year budget cycles, grant funding mechanisms, and regulatory compliance. Proven Account Growth Track Record: You have successfully expanded high-value SLED accounts, identified and executed upsell/cross-sell opportunities at scale, and helped large agencies modernize and optimize their IT operations. Executive-Level Consultative Approach: You excel at engaging senior government stakeholders—CIOs, CISOs, IT Directors—and aligning enterprise technology solutions to large-scale efficiency, security, compliance, and mission delivery goals. Exceptional Communication & Relationship Management: You can navigate complex, multi-stakeholder environments—from agency CIOs to procurement officers—translating sophisticated IT capabilities into business value conversations that resonate in the public sector. Strategic Problem-Solver: You proactively identify and address funding challenges, security mandates, legacy infrastructure constraints, and organizational adoption barriers, keeping large agencies on track with their long-term IT transformation goals. Deep IT & Compliance Knowledge: Strong familiarity with federal and state IT frameworks, cybersecurity mandates (NIST, CJIS, FERPA, HIPAA, FedRAMP, FISMA), and large-scale funding sources (ARPA, E-Rate, CARES, federal appropriations, state grants) is strongly preferred. Bachelor’s Degree (Preferred): Or equivalent experience in IT, Public Administration, Business, or a related field. Proficiency in Salesforce & Enterprise CRM Best Practices. If you’re passionate about helping large government agencies and public institutions modernize their IT infrastructure, enhance security, and deliver better outcomes at scale—we’d love to hear from you.