Customer Success Manager

AvePoint•Richmond, VA

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 serves 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 closely 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 suits someone who is customer-focused, commercially aware, data-driven, and comfortable navigating business and technical conversations with stakeholders from administrators to executive leaders. The CSM owns the success strategy for an assigned customer portfolio, monitors customer health, leads strategic customer conversations, supports renewal readiness, and identifies potential growth opportunities. The role also coordinates internal resources to resolve customer barriers, maintains accurate customer records and success plans, develops expertise in AvePoint’s platform, and conducts 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.
Willingness to learn and adapt in a fast-paced environment.
Strong communication skills with different internal and external stakeholders and decision makers.
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 technical teams, business leaders, and executive sponsors.
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 customer risk, 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 goals, and establish priorities for the next phase of the relationship.
Partner with Sales on renewal readiness, making customer value clear, 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 appropriate sales teams.
Maintain accurate customer records and success plans in AvePoint’s customer systems, keeping customer health, activity, risks, opportunities, and next steps current and actionable.
Coordinate cross-functional 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 how AvePoint can address customers’ evolving governance, security, data management, and technology needs.
Plan and conduct onsite customer engagements as appropriate to strengthen executive alignment and deepen understanding of customer priorities.