Customer Success Manager

Auvik Networks

18d•Remote

About The Position

Why should you consider joining Auvik? You want to work at a company that is building impactful, relevant technology. Auvik’s network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk. It’s more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control. You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen. You want to work with a product customers love. People rave about what we’ve built—our latest NPS was 57 (phenomenal!). Our customers are smart, aspirational, and highly technical. It pays to get the details right. You want regular opportunities for learning and growth. With ongoing feedback from leadership, you’ll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you’re prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career. You want the flexibility to manage your work, your way. We’re a fully distributed team and we’re prepared to continue to support working from home (or the space you choose!). We trust you to get the job done where you feel most comfortable and effective. What’s this role about? Rule #1 of the Auvik Way: Wow our customers. As a Customer Success Manager at Auvik, you’ll own the long-term success of a defined book of business, ensuring customers realize meaningful, ongoing value from the Auvik suite of products so they continue to renew and grow with us. You’ll act as a trusted advisor to your customers and the internal voice and advocate of the customer across Auvik. While you won’t be expected to have every answer, you’ll own the coordination across internal teams, including Product, Sales, Marketing, and Customer Support, to deliver accurate answers and ensure customer needs are addressed through to resolution. This role balances retention-first customer success with a proactive approach to expanding adoption and identifying opportunities to increase customer value and footprint. Your success will come from helping customers get more out of Auvik.

Requirements

Experience owning a book of business in a SaaS environment, with a track record of retention, value realization, and footprint expansion
Strong ability to build strategic adoption and success plans aligned to customer goals
Comfort discussing business outcomes, ROI, and operational impact (experience in IT or the IT channel is a plus)
Strong conceptual thinking and the ability to learn quickly
Excellent organizational skills and a self-starter mentality
A friendly, positive, and consultative communication style
Solid analytical and problem-solving skills
Calm, thoughtful execution, even when things get complex
A mindset of continuous improvement, learning, and growth

Nice To Haves

Knowledge of IT infrastructure operations
Experience using Salesforce, Totango, or other CS platforms

Responsibilities

Own and manage a portfolio of customer accounts, maintaining a deep understanding of each customer’s goals, deployment, risks, and opportunities
Help customers understand, articulate, and demonstrate the business value of Auvik within their organizations
Serve as a customer advocate, connecting customers to the appropriate internal resources and ensuring follow-through across teams
Deepen customer relationships by driving successful outcomes, mitigating risk, and expanding Auvik adoption across teams, sites, or use cases
Partner with customers to build and evolve adoption plans, incorporating Auvik into their operational workflows and service offerings
Identify opportunities to grow customer spend through increased adoption, expanded footprint, or additional products, always grounded in customer value
Collaborate with internal teams to meet retention and growth targets across your book of business
Design and deliver programs that ensure customers are fully leveraging existing features and are aware of new capabilities and product enhancements
Support customers through change management, from initial rollout through mature IT operations
Jump on calls to demo functionality, support adoption conversations, or help triage issues when needed
Capture and document customer feedback and product suggestions, partnering with Product and Engineering to influence future improvements