Manager, Customer Success

Why N-able 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 besurrounded by people who believe in what they do—and in you.

We’re seeking an energetic and business-focused Manager, Customer Success in our Ottawa Collaboration Hub. In this role, you will manage and develop a Partner Success team that engages with N-able partners to accelerate time-to-value by increasing adoption of features and products. This team will positively impact product adoption, expansion sales, and retention by delivering a best-in-class partner experience.

You’ll manage direct reports through their responses to partner needs and serve as a point of direct partner contact and escalation. You’ll work cross-functionally to drive issue resolution and provide feedback on business processes, while also developing the team through regular feedback, coaching, monitoring, and performance reviews.

Note: This is a hybrid role. Eligible candidates must be able to work on-site in our Ottawa Collaboration Hub. What You’ll Do

Build and lead a team of partner advocates who will manage partner relationships and understand the desired outcomes, technical landscapes, and business goals. Identify how N-able products can best meet partner needs

Drive partner success outcomes by influencing partner lifetime value, through retention, high product adoption, Partner satisfaction, and overall net promoter scores, enabling the expansion and new business growth through partner advocacy

Monitor team performance and provide coaching, as needed, to drive the delivery of KPIs

Analyze user behavior data to detect patterns and define activity scores. Leverage reports to automate partner campaigns geared towards increasing feature adoption and preventing churn

Measure the effectiveness of partner success by evaluating operational metrics, actively participating during internal reviews, sharing key performance indicators with senior leaders, and taking defined actions based on observations

Communicate directly with named partners and conduct data-driven analyses of partner behavior to measure feature adoption and predict at‑risk accounts. Manage escalations from the team, as needed

Execute the partner lifecycle and uphold standards for mapping the partner journey and following through on listening points (e.g., usage, satisfaction, etc.), interventions, partner base segmentation, and the identification of opportunities for continuous improvement

Enable team through continuous process improvement and support the implementation of tools to drive efficiency and effectiveness

Contribute to scaling the business and enhancing technology, by monitoring and reporting on the effectiveness of partner‑impacting systems

Internal partner advocacy - As the internal Voice of the Customer (VoC), drive alignment across N-able marketing, products, and sales

Provide 1:1 coaching and growth opportunity for team members through a defined performance management process. Track individual training and professional development plans and carry out other managerial duties

Contribute to defining people capabilities, profiles, and skills of high‑performing partner success leaders

Motivate the team to reach its full capabilities. Recognize and develop stakeholder growth and create opportunities for high performance Translate company goals into the functional department and individual career goals and provide support and guidance to stakeholders

Manage the day‑to‑day operations of a partner success team

Develop team priorities and objectives

Contribute to the development of client processes that ensure long‑term client relationships

What You’ll Bring

Experience hiring, developing, and leading a world‑class, customer‑facing team; demonstrated people management capabilities including coaching, performance management, and succession management to drive high levels of employee engagement

Previous experience collaborating directly with renewals, sales, partner support, and products/engineering

Proven ability to execute in a partner‑focused environment and advocate for partners across a cross‑functional organization

Deep understanding of value drivers in recurring revenue business models

Strong empathy for partners and a passion for revenue and growth

Strong reasoning and analytical skills; able to str