Customer Success Manager
About The Position
The Customer Success Manager (CSM) helps customers achieve measurable business outcomes through successful adoption and ongoing value realization of AvePoint solutions. As a trusted advisor, the CSM develops a deep 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 long-term success. This role suits someone who is customer-focused, commercially aware, data-driven, and comfortable discussing business and technical topics with stakeholders ranging from administrators to executive leaders. It involves owning success strategies for an assigned customer portfolio, monitoring customer health, conducting strategic reviews, supporting renewal readiness, identifying potential expansion opportunities, maintaining customer records, coordinating cross-functional resources, and developing 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 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, developing 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 to identify opportunities and risks.
- Proactively identify and mitigate risk by creating action plans for customers with low adoption, disengagement, or dissatisfaction.
- Conduct Executive Business Reviews and strategic customer conversations to demonstrate realized value, measure progress, and establish priorities.
- Partner with Sales on renewal readiness by communicating customer value, 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's 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 how they 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.
Benefits
- Comprehensive medical, dental, and vision benefits.
- 401(k) with match.
- Unlimited PTO.
- Depending on the role, bonuses, commissions, or equity (RSUs).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
