About the positionThe Customer Success Manager (CSM) will be responsible for generating 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.Key ResponsibilitiesDriving customer enablement through positive business outcomes that strengthen adoption, improve customer retention, and increase satisfactionDeveloping and maintaining long-term relationships with key accounts; coordinating support efforts and organizing solution delivery whilst establishing and owning a trusted advisor relationship with your customersSolving customer problems through active product fit analysis and alignment to business needsDetermining individualized customer success plans for your customers, utilizing net promoter score (NPS) metrics and other customer dataWorking closely with account managers to understand the short-term and long-term sales strategies to identify keys areas to drive customer success through product adoption and satisfactionShepherding existing customers through contract renewal cycles and working with sales teams to execute renewals and cross/upsell.Identifying and understanding a customer's adoption status and support history throughout the post-sales cycle; determining how to incorporate these elements into the overall customer success strategyPursuing strategy of goal attainment to rectify any hurdles and steer client towards successBecoming an expert in the features and benefits of our applicationsDelivering web-based and/or onsite product overviews and training sessions for clientsProvide advisory and consultancy with clients regarding AvePoint technologiesOK, I'm interested... is this the job for me?
We look for people who value agility, passion and 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 teamBachelor's degree or equivalent educationSeveral years of experience in a technical or business consulting role in SaaS industry, such as technical account management or business analysisStrong customer satisfaction, customer service, adoption, and retention experienceExcellent written/verbal communicationStrong organization, presentation, and project management skillsAbility to work individually and within a highly team-oriented global team settingWillingness to learn and adapt in a fast-paced environmentStrong experience in communicating with different stakeholders and decision makers, both internally and externallyExpert at customer relationship managementAdvanced ability to understand business objectives through requirements gathering and analysisKnowledge In The Following Technical Areas Are a PlusUnderstanding of Microsoft modern collaboration technologies such as SharePoint, Microsoft TeamsAny M365,



Azure or Microsoft CertificationsOther cloud knowledge like Google workspace, Amazon Web Services, Salesforce cloudExperience with customer telemetry systems like GainsightBenefits we offerCompetitive market-based compensationCareer progression and internal mobility opportunities across our global footprint in North America, EMEA, and APACWork life balance through hybrid working model of 3 days a week in officeGenerous PTO allowance incl.
specific AvePoint Holidays (Birthday Day, Family Day, Holiday Half Day, Community Outreach Half Day!)Private Health InsuranceMobile Phone Plan ReimbursementTuition ReimbursementDedication AwardsEmployee 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 (Sydney)
🏢 Avepoint
📍 Sydney