Customer Success Manager

AvePoint•Richmond, VA

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. Acting as a trusted advisor, the CSM develops an understanding of customers’ business goals, technology environments, and priorities, and translates them 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 success. The position suits someone who is customer-focused, commercially aware, data-driven, and comfortable navigating business and technical discussions with stakeholders ranging from administrators to executive leaders. It involves owning success strategies for an assigned customer portfolio, monitoring customer health, conducting executive business reviews, supporting renewal readiness, identifying expansion opportunities, maintaining customer records, coordinating internal resources, developing expertise in AvePoint solutions, and planning 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 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 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.
Strong 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 portfolio, creating 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 adoption, sentiment, support history, engagement, and other customer data.
Proactively identify and mitigate customer risks, creating action plans for low adoption, disengagement, or dissatisfaction.
Conduct Executive Business Reviews and strategic customer conversations to demonstrate realized value, assess progress against goals, and set priorities.
Partner with Sales on renewal readiness by clarifying customer value, identifying risks early, and engaging key stakeholders ahead of renewal.
Identify growth and expansion opportunities based on evolving customer needs and refer 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 barriers and drive customer 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.