The Customer Success Manager (CSM) is responsible for helping customers achieve measurable business outcomes through the successful adoption and ongoing value realization of AvePoint solutions.
As a trusted advisor, you will develop a deep understanding of your customers' business goals, technology environment, and priorities, then translate those needs into actionable success plans. You will partner closely with Sales, Renewals, Technical Support, Services, and other internal teams to drive adoption, identify and mitigate risk, strengthen customer relationships, and position customers for long-term success.
This role is ideal for someone who is customer-obsessed, commercially aware, data-driven, and comfortable navigating both business and technical conversations with stakeholders ranging from administrators to executive leaders.
Key Responsibilities:
- Own the customer success strategy for an assigned portfolio of customers, 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 customer stakeholders at multiple levels, including 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 risk, creating clear action plans for customers showing signs of low adoption, disengagement, or dissatisfaction.
- Conduct Executive Business Reviews and strategic customer conversations that demonstrate realized value, measure progress against customer goals, and establish priorities for the next phase of the relationship.
- Partner with Sales on renewal readiness, ensuring customer value is clearly understood, risks are identified early, and key stakeholders are engaged well ahead of renewal.
- Identify growth and expansion opportunities by understanding evolving customer needs and surfacing qualified opportunities to the appropriate sales teams.
- Maintain accurate customer records and success plans in AvePoint's customer systems, ensuring customer health, activity, risks, opportunities, and next steps are 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, enabling credible conversations about 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.
OK, I’m interested… is this the job for me?
We look for people who value agility, accountability, curiosity, passion, and teamwork. You'll thrive in this role if you enjoy building relationships, solving complex customer challenges, using data to guide decisions, and helping customers turn technology investments into meaningful business outcomes.
Education and Experience:
- Bachelor’s degree in a relevant field
- 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/verbal communication, organization, presentation, and project management skills
- Ability to work individually and within a highly collaborative global team setting
- Willingness to learn and adapt in a fast-paced environment
- Strong experience in communicating with different stakeholders and decision makers, both internally and externally
- Expert at customer relationship management
- Advanced ability to understand business objectives through requirements gathering and analysis
- Impeccable organizational awareness skills
Knowledge in the following technical areas are a plus:
- Understanding of Microsoft SharePoint architecture, components, and configuration. Understand the differences between the SharePoint versions and Office 365 collaboration technologies
- Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies
- Working technical knowledge of current software protocols and Internet standards
The Salary Range for this role is $83,000 - $125,000. At AvePoint, we strive to offer competitive, fair, and equitable total rewards. The listed salary range represents a good faith estimate, with final offers based on location, experience, skills, and qualifications. The listed range reflects base salary only; our total rewards include base salary, comprehensive benefits (medical, dental, vision, 401(k) with match, unlimited PTO), and depending on the role, bonuses, commissions, or equity (RSUs). We welcome compensation discussions—apply even if your expectations fall outside the range.
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