Customer Success Manager

AvePoint•Chicago, IL

About The Position

The Customer Success Manager (CSM) helps customers achieve measurable business outcomes through successful adoption and ongoing value realization of AvePoint solutions. The CSM acts as a trusted advisor, develops an understanding of customers’ business goals, technology environments, and priorities, and translates those needs into actionable success plans. The role partners with Sales, Renewals, Technical Support, Services, and other internal teams to drive adoption, manage risk, strengthen customer relationships, and support long-term success. It calls for someone who is customer-focused, commercially aware, data-driven, and able to engage in business and technical conversations with stakeholders ranging from administrators to executive leaders. The CSM owns the success strategy for an assigned customer portfolio, supports product adoption and expansion, monitors customer health, and proactively addresses risks. The role includes conducting Executive Business Reviews, supporting renewal readiness, identifying qualified growth opportunities, maintaining accurate customer records and success plans, coordinating cross-functional resources, and developing expertise in AvePoint’s platform. Onsite customer engagements may be planned and conducted as appropriate.

Requirements

Bachelor’s degree in a relevant field.
At least 2 years of experience in a technical consulting role, such as technical account management or technical business analysis.
Strong experience in customer satisfaction, customer service, adoption, and retention.
Excellent written and verbal communication, organization, presentation, and project management skills.
Ability to work independently and as part of a highly collaborative global team.
Willingness to learn and adapt in a fast-paced environment.
Strong communication skills with a range of internal and external stakeholders and decision makers.
Expertise in customer relationship management.
Advanced ability to understand business objectives through requirements gathering and analysis.
Strong organizational awareness skills.

Nice To Haves

Understanding of Microsoft SharePoint architecture, components, and configuration.
Understanding of the differences between SharePoint versions and Office 365 collaboration technologies.
Working knowledge of TCP/IP, DHCP, DNS, Active Directory, and SMTP technologies.
Working technical knowledge of current software protocols and Internet standards.

Responsibilities

Own the customer success strategy for an assigned portfolio, creating success plans tied to measurable business objectives, adoption milestones, and customer outcomes.
Drive product adoption and value realization by helping customers understand, implement, and expand their use of AvePoint solutions.
Build trusted relationships with technical teams, business leaders, and executive sponsors.
Monitor customer health and engagement using product adoption, customer sentiment, support history, engagement, and other customer data.
Proactively identify and mitigate risk, creating action plans for customers with low adoption, disengagement, or dissatisfaction.
Conduct Executive Business Reviews and strategic customer conversations to demonstrate value, assess progress against goals, and establish priorities.
Partner with Sales on renewal readiness by communicating customer value, identifying risks early, and engaging key stakeholders ahead of renewal.
Identify growth and expansion opportunities and surface qualified opportunities to the appropriate sales teams.
Maintain accurate customer records and success plans in AvePoint’s customer systems, including current health, activity, risks, opportunities, and next steps.
Coordinate resources across Sales, Support, Services, Product, and other teams to remove customer barriers and drive successful outcomes.
Develop expertise in AvePoint’s platform and solutions to discuss customer needs related to governance, security, data management, and technology.
Plan and conduct onsite customer engagements as appropriate to strengthen executive alignment and deepen understanding of customer priorities.