Customer Success Manager
About The Position
The Customer Success Manager (CSM) helps customers achieve measurable business outcomes through the successful adoption and ongoing value realization of AvePoint solutions. The CSM acts as a trusted advisor, developing an understanding of customers’ business goals, technology environments, and priorities and translating those needs into actionable success plans. The role partners with Sales, Renewals, Technical Support, Services, and other internal teams to drive adoption, identify and mitigate risk, strengthen customer relationships, and support long-term customer success. It involves customer engagement across business and technical topics, with stakeholders ranging from administrators to executive leaders. The CSM owns the success strategy for an assigned customer portfolio, monitors customer health and engagement, and helps customers realize value from AvePoint solutions. The role includes strategic customer conversations and Executive Business Reviews, renewal readiness and growth opportunity identification, and coordination of cross-functional resources. The CSM also maintains customer records and success plans, develops expertise in AvePoint’s platform, and plans onsite customer engagements 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 customer satisfaction, customer service, adoption, and retention experience.
- Excellent written and verbal communication, organization, presentation, and project management skills.
- Ability to work individually and within a highly collaborative global team setting.
- Willingness to learn and adapt in a fast-paced environment.
- Strong experience communicating with different stakeholders and decision makers, internally and externally.
- Expertise in customer relationship management.
- Advanced ability to understand business objectives through requirements gathering and analysis.
- Impeccable organizational awareness skills.
Nice To Haves
- Understanding of Microsoft SharePoint architecture, components, and configuration.
- Understanding of 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, developing 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 customer stakeholders at technical, business, and executive levels.
- Monitor customer health and engagement using product adoption, customer sentiment, support history, engagement, and other customer data to identify opportunities and risks.
- Proactively identify and mitigate risk by creating action plans for customers showing low adoption, disengagement, or dissatisfaction.
- Conduct Executive Business Reviews and strategic customer conversations to demonstrate realized value, measure progress against customer goals, and establish priorities.
- Partner with Sales on renewal readiness, clarifying customer value, identifying risks early, and engaging key stakeholders ahead of renewal.
- Identify growth and expansion opportunities by understanding evolving customer needs and surfacing qualified opportunities to the appropriate sales teams.
- Maintain accurate customer records and success plans in AvePoint’s customer systems, keeping health, activity, risks, opportunities, and next steps current and actionable.
- 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 customers’ evolving governance, security, data management, and technology needs credibly.
- Plan and conduct onsite customer engagements as appropriate to strengthen executive alignment and deepen understanding of customer priorities.
Benefits
- Medical, dental, and vision benefits.
- 401(k) with match.
- Unlimited PTO.
- Depending on the role, bonuses, commissions, or equity (RSUs).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
