Customer Success Manager

AvePoint•Jersey City, NJ

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 turning 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 is suited to someone who is customer-focused, commercially aware, data-driven, and comfortable discussing both business and technical topics with stakeholders from administrators to executive leaders. The role owns the success strategy for an assigned customer portfolio, monitors customer health and engagement, and coordinates cross-functional resources to resolve barriers and achieve outcomes. It includes strategic customer conversations and Executive Business Reviews, supporting renewal readiness and identifying qualified expansion opportunities. The CSM maintains current customer records and success plans and builds expertise in AvePoint’s platform and solutions. 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 different 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 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 outcomes.
Drive 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.
Identify and mitigate risks by creating action plans for customers showing low adoption, disengagement, or dissatisfaction.
Conduct Executive Business Reviews and strategic conversations to demonstrate realized value, measure progress, and establish priorities.
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 based on evolving customer needs and surface qualified opportunities to appropriate sales teams.
Maintain accurate customer records and success plans in AvePoint 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 customers’ governance, security, data management, and technology needs credibly.
Plan and conduct onsite customer engagements as appropriate to strengthen executive alignment and understand customer priorities.