Customer Success Manager

AvePoint•Jersey City, NJ

5d•$83,000 - $125,000

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 customer 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, identify and mitigate risk, strengthen customer relationships, and support customers' long-term success. It suits someone who is customer-focused, commercially aware, data-driven, and comfortable with both business and technical discussions across stakeholder levels.

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 independently and within a highly collaborative global team.
Willingness to learn and adapt in a fast-paced environment.
Strong experience communicating 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, including differences among 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 customer portfolio, creating success plans tied to measurable business objectives, adoption milestones, and 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 risks and opportunities.
Proactively identify and mitigate customer risks by creating action plans for low adoption, disengagement, or dissatisfaction.
Conduct Executive Business Reviews and strategic conversations to demonstrate realized value, measure progress against customer goals, and establish future priorities.
Partner with Sales on renewal readiness, communicating customer value, identifying risks early, and engaging key stakeholders well ahead of renewal.
Identify growth and expansion opportunities based on evolving customer needs and surface qualified opportunities to the appropriate sales teams.
Maintain accurate customer records and success plans in AvePoint 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 how they address customers' evolving governance, security, data management, and technology needs.
Plan and conduct onsite customer engagements as appropriate to strengthen executive alignment and understand customer priorities.