Customer Success Manager

Beyond Secure. AvePoint is the global leader in data security, governance, and resilience, going beyond traditional solutions to ensure a robust data foundation and enable organizations everywhere to collaborate with confidence. Over 25,000 customers worldwide rely on the AvePoint Confidence Platform to prepare, secure, and optimize their critical data across Microsoft, Google, Salesforce, and other collaboration environments. AvePoint's global channel partner program includes approximately 5,000 managed service providers, value added resellers, and systems integrators, with our solutions available in more than 100 cloud marketplaces. To learn more, visit .

At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own your future. Unleash the power of you!

The Customer Success Manager (CSM) will be responsible for generating a repeatable strategy of technology adoption for AvePoint customers. You must be able to understand the full sales cycle from both a sales and technical strategy perspective to liaise between internal and external stakeholders, such as customers, account managers and technical support engineers.

• Develop business value assessment program by creating customer success metrics to support product onboarding, product adoption as well as customer retention and satisfaction goals.
• Develop and maintain long term relationships with key accounts; coordinate support efforts and organize solution delivery while establishing and owning a trusted advisor relationship with customers.
• Maintain customer technical account portfolio to provide technical guidance and recommendation.
• Align AvePoint's product line to provide a comprehensive solution that satisfies the customer's business needs.
• Determine individualized customer success plans for customers, utilizing net promoter score (NPS) metrics and other customer data.
• Work closely with account managers to understand the short term and long term sales strategies to identify key areas to drive customer success through product adoption and satisfaction.
• Shepherd existing customers through contract renewal cycles and work with sales teams to execute renewals and cross/upsell.
• Identify and understand a customer's adoption status and support history throughout the post sales cycle; determine how to incorporate these elements into the overall customer success strategy.
• Pursue goal attainment strategy to rectify any hurdles and steer client towards success.
• Become an expert in the features and benefits of AvePoint applications.
• Deliver web based and/or onsite product overviews and training sessions for clients.
• Conduct basic technical consultancy with clients regarding AvePoint products.

• Bachelor's degree or equivalent education.
• Several 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.
• Strong 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.

• Understanding of Microsoft SharePoint architecture, components, and configuration. Understand the differences between the SharePoint versions and Office 365 collaboration technologies.
• M365, Azure or Microsoft certifications.
• Working knowledge of TCP/IP, DHCP, DNS, Active Directory, SMTP, and DHCP technologies.
• Other cloud knowledge such as Google Workspace and Amazon Web Services.

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.