Senior Customer Success Manager

<strong>Why N-able</strong><br><br><p style="margin: 0px;"><span style="font-size: 10pt;" data-olk-copy-source="MessageBody">At N-able, we’re not just helping businesses be secure —we’re redefining what it means to be cyber resilient. Our end-to-end platform blends AI-powered capabilities and flexible tech stacks, so customers can manage, secure, and recover with confidence. But the real power behind it all? Our people. We’re a global crew of N-ablites, who love solving complex problems, sharing knowledge, and delivering solutions that actually make a difference. If you're into meaningful work, fast growth, and a team that’s got your back, you’ll be surrounded by people who believe in what they do—and in you.</span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: 10pt;" data-olk-copy-source="MessageBody"><span data-olk-copy-source="MessageBody">As a member of the Customer Success team, you will collaborate to achieve real time-bound retention and growth targets for N-able products, solutions, and initiatives across the install base. </span></span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: 10pt;"><strong>Please note this is role is on-site, therefore attendance in the Ottawa Collaboration Hub is required.</strong></span></p> <br><strong>What You'll Do</strong><br><br><ul><li><span style="font-size: 10pt; font-family: verdana, geneva;">Account Management to a designated Book of Business, serving as the main point of contact for the partner and our internal teams.</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Commit to exceeding customer expectations, maintain long-term both technical and business-level relationships with your account’s primary stakeholders, take ownership of challenging customer situations, manage them effectively, and see them through to resolution.</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Negotiate and lead account-based commercial discussions on the existing partner base, working to preserve GRR and uncover gaps in the partners current tech-stack to recommend new N-able solutions and opportunities to drive NRR and secure contract renewals.</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Recommend how N-able products can improve success within partner portfolio through exhibiting a solutions sales mindset by partnering with the Product Sales Specialists on the account.</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Schedule reoccurring Customer Success calls, Quarterly/Strategic/Executive business reviews or conduct outreach to engage with customers in need of a call, use these meetings to understand their goals, highlight value, flag opportunities for growth, align resources and address both technical & business roadblocks to achieve their desired outcomes.</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Utilize dashboards and reporting to track customer success metrics, account health & engagement scores to grow the relationship, drive increased account engagement and target potential risk within the base. </span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Flag and action risk indicators as well as owning and defusing challenging customer situations, should they arise while turning them into an opportunity for positive outcomes & increased customer loyalty.</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Create opportunities for customer advocacy, such as success stories, case studies and referenceable advocates, as well as explore and recommend ways to improve customer satisfaction and raise customer advocacy (NPS).</span></li></ul> <br><strong>What You'll Bring</strong><br><br><ul><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">3-5 years of experience working in as a Customer Success Manager, Account Manager or Account Executive, preferably at a SaaS company or MSP vendor</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Proven track record delivering presentations and Business Reviews to account stakeholders including business owners, technicians and marketing managers to convey and influence </span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">History of successful attainment against target and key performance indicators (KPIs) in previous roles</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Advanced understanding of the MSP industry and experience working with MSPs/Business Owners or technical managed services stakeholders</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Advanced collaborator with internal teams to advocate for customer solutions (Sales, Technical Support, Marketing, etc.)</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Demonstrated ability to identify cross and upsell opportunities within existing customer base</span></li><li style="text-align: justify;"><span style="font-size: 10pt; font-family: verdana, geneva;">Cybersecurity, Data Protection, or RMM/Unified EndPoint Management experience would be preferred </span></li></ul> <br><strong>Purple Perks</strong><br><br><ul><li><span style="font-family: verdana, geneva; font-size: 10pt;"><span style="margin: 0px; padding: 0px; color: #000000;" data-contrast="none"><span style="margin: 0px; padding: 0px;">Medical, dental and vision – for </span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">employee</span><span style="margin: 0px; padding: 0px;">, </span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">partner</span><span style="margin: 0px; padding: 0px;">, and children!</span></span><span style="margin: 0px; padding: 0px; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></span></li><li><span style="font-family: verdana, geneva; font-size: 10pt;"><span style="margin: 0px; padding: 0px; color: #000000;" data-contrast="none"><span style="margin: 0px; padding: 0px;">Generous PTO and </span><span style="margin: 0px; padding: 0px;">observed</span><span style="margin: 0px; padding: 0px;"> holidays</span></span><span style="margin: 0px; padding: 0px; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></span></li><li><span style="font-family: verdana, geneva; font-size: 10pt;"><span style="margin: 0px; padding: 0px; color: #000000;" data-contrast="none"><span style="margin: 0px; padding: 0px;">2 Paid </span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">VoluNteer</span><span style="margin: 0px; padding: 0px;"> Days per year</span></span><span style="margin: 0px; padding: 0px; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></span></li><li><span style="font-family: verdana, geneva; font-size: 10pt;"><span style="margin: 0px; padding: 0px; color: #000000;" data-contrast="none"><span style="margin: 0px; padding: 0px;">Retirement Savings Plan</span></span><span style="margin: 0px; padding: 0px; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></span></li><li><span style="font-family: verdana, geneva; font-size: 10pt;"><span style="margin: 0px; padding: 0px; color: #000000;" data-contrast="none"><span style="margin: 0px; padding: 0px;">Employee Stock Purchase Program</span></span><span style="margin: 0px; padding: 0px; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></span></li><li><span style="font-family: verdana, geneva; font-size: 10pt;"><span style="margin: 0px; padding: 0px; color: #000000;" data-contrast="none"><span style="margin: 0px; padding: 0px;">On-site gym access at </span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">select</span><span style="margin: 0px; padding: 0px;"> Collaboration Hubs</span><span style="margin: 0px; padding: 0px;"> </span></span></span></li><li><span style="font-family: verdana, geneva; font-size: 10pt;"><span style="margin: 0px; padding: 0px; color: #000000;" data-contrast="none"><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">FuN</span><span style="margin: 0px; padding: 0px;">-raising opportunities as part of our giving program </span></span><span style="margin: 0px; padding: 0px; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></span></li><li><span style="font-family: verdana, geneva; font-size: 10pt;"><span style="margin: 0px; padding: 0px; color: #000000;" data-contrast="none"><span style="margin: 0px; padding: 0px;">N-</span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">ablite</span><span style="margin: 0px; padding: 0px;"> Learning – custom learning experience as part of our investment in you </span></span><span style="margin: 0px; padding: 0px; color: #000000;" data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335559739":160,"335559740":240}"> </span></span></li></ul> <br><strong>About N-able</strong><br><br><p style="margin: 0px;"><span style="font-size: 10pt;"><span class="TextRun Highlight SCXW119141535 BCX9" data-contrast="none"><span class="NormalTextRun SCXW119141535 BCX9">At </span></span><a href="https://www.n-able.com/" target="_blank" class="Hyperlink SCXW119141535 BCX9" rel="noopener"><span class="TextRun Highlight Underlined SCXW119141535 BCX9" data-contrast="none"><span class="NormalTextRun SCXW119141535 BCX9" data-ccp-charstyle="Hyperlink">N-able, Inc.</span></span></a><span class="TextRun Highlight SCXW119141535 BCX9" data-contrast="none"><span class="NormalTextRun SCXW119141535 BCX9"> (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-</span><span class="NormalTextRun SpellingErrorV2Themed SCXW119141535 BCX9">ablites</span><span class="NormalTextRun SCXW119141535 BCX9">—a global team of extraordinary, diverse creators who are dedicated to making a difference in how our partners do IT</span></span></span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><em><span style="font-size: 10pt;"><span class="TextRun Highlight SCXW119141535 BCX9" data-contrast="none"><span class="NormalTextRun SCXW119141535 BCX9">This position has a starting annualized OTE (On Target Earnings) $86,800 to $124,000 per year, with a pay mix of 75/25 (base/quarterly bonus). Actual starting pay is determined by a number of factors, including relevant skills, qualifications, and experience.</span></span></span></em></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><em><span style="font-size: 10pt;"><span class="TextRun Highlight SCXW119141535 BCX9" data-contrast="none"><span class="NormalTextRun SCXW119141535 BCX9">This posting is for an exisitng vacancy</span></span></span></em></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: 10pt;"><span class="TextRun Highlight SCXW119141535 BCX9" data-contrast="none"><span class="NormalTextRun SCXW119141535 BCX9">#LI-TW2</span></span></span></p>