API Customer Success Director

NinjaTrader is an investor-backed, growth-stage fintech company with an award-winning platform and over 1.5 million users. We are building products and services that empower active traders to easily analyze and react to data from the world's leading financial markets. Located in Chicago, our unique employee-centric company culture is one that our team finds inviting, comfortable and fun. Please visit to learn more about our business.

NinjaTrader is seeking a passionate customer success director to grow our team of solutions engineers and API support specialists. In this role, you will oversee a growing team of API Support specialists, as well as interact with our growing list of partners who use our award-winning trading software to train futures traders in a simulated environment.

The interest in this segment is soaring, growing 10x over the last year alone. This is a terrific opportunity to join a fast-growing, exciting company and help create seamless experiences for our rapidly expanding customer base. Successful candidates will be talented technicians, innovative thinkers and problem solvers who are passionate about helping grow our partners' usage of NinjaTrader.

In this role, you will:

1. Support our growing Vendor community by maintaining active communication between customers and our support and development teams.
2. Manage and grow a team of API support specialists who interact daily with our Simulated Trading Vendors, building the team's collective skill set and capacity.
3. Develop an expertise in NinjaTrader's product offerings, underlying implementation, and technical design.
4. Identify and troubleshoot issues with our Vendor's API integrations and ensure smooth operation of the system.
5. Develop and deliver training materials, documentation, and best practices to help customers maximize the value of our API offering.
6. Monitor customer usage and performance metrics to identify potential issues and proactively address them.
7. Proactively drive system improvements and feature requests in collaboration with Product and Engineering departments.

Key Job Requirements:

1. Minimum 3 years of experience overseeing a multi-member team in a technical customer success, product support, or similar role.
2. Proven track record of coaching and mentoring team members.
3. Experience in creating, implementing and optimizing standard operating procedures.
4. Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.
5. Customer-focused mindset with a passion for delivering exceptional service and driving customer success.
6. Experience troubleshooting complex problems, working effectively across multiple teams.
7. Strong time management skills and the capability to multi-task across multiple projects at once.

Bonus Points for:

1. Demonstrated expertise with Java, JSON, or using third-party REST API.
2. Experience with SQL, WebSockets, C++, .NET, or other programming languages.
3. Experience with customer relationship management (CRM) tools and support ticketing systems.
4. Futures trading or related industry experience.

Our Core Benefits Include:

1. 15 days PTO per year.
2. 7 paid holidays annually.
3. 401k with Company Match.
4. Health, Vision, Dental Coverage.
5. Life and Disability Insurance covered 100% by NinjaTrader.
6. And more!

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.