Job Description
The Customer Success Manager (CSM) willbe responsible forgenerating 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, accountmanagersand technical support engineers.
Key responsibilities:
Driving customer enablement through positive business outcomes that strengthen adoption, improve customer retention, and increase satisfaction
Developing andmaintaininglong-term relationships with key accounts; coordinating support efforts and organizing solution deliverywhilstestablishingandowning a trusted advisor relationship with your customers
Solving customer problems through active product fit analysis and alignment to business needs
Determiningindividualizedcustomer success plans for yourcustomers,utilizingnetpromoter score (NPS) metrics and other customer data
Working closely with account managers to understand the short-term and long-term sales strategies toidentifykeys areas to drive customer success through product adoption and satisfaction
Shepherding existing customers through contract renewal cycles and working with sales teams to execute renewals and cross/upsell.
Identifyingand understanding a customer's adoption status and support history throughout the post-sales cycle;determininghow to incorporate these elements into the overall customer success strategy
Pursuing strategy of goal attainment to rectify any hurdles and steer client towards success




Becoming an expert in the features and benefits of our applications
Delivering web-based and/or onsite product overviews and training sessions for clients
Provide advisory andconsultancy with clients regardingAvePointtechnologies
OK,I'minterested... is this the job for me?
We look for people who value agility,passionand teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers.
Bring your aptitude and build upon what you do best for our customers, partners, team, and you.
What you will bring to our team:
Bachelor's degree or equivalent education
Several years of experience in atechnicalorbusinessconsultingroleinSaaS industry,such as technical account management or business analysis
Strong customer satisfaction, customer service, adoption, and retention experience
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 understandbusinessobjectivesthroughrequirements gathering and analysis
Knowledge in the following technical areas are a plus:
Understanding ofMicrosoftmoderncollaborationtechnologiessuchasSharePoint,MicrosoftTeams
Any M365, Azure or Microsoft Certifications
Other cloud knowledge like Google workspace, Amazon Web Services, Salesforce cloud
Experience withcustomertelemetrysystemslikeGainsight
Perks we offer:
Competitive market-based compensation
Career progression and internal mobility opportunities across our global footprint in North America, EMEA, and APAC
Work life balance through hybrid working model of 3 days a week in office
Generous PTO allowance incl.
specific AvePoint Holidays (Birthday Day, Family Day, Holiday Half Day, Community Outreach Half Day!)
Private Health Insurance
Tuition Reimbursement
Dedication Awards
Employee Referral Program
...and much more!
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.
Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.
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📌 Customer Success Manager (New South Wales)
🏢 Avepoint
📍 New South Wales