About the Opportunity
As Senior Manager, Customer Success - Public Sector, you’ll lead a high-performing team focused on helping AvePoint’s government, education, and regulated customers realize measurable value from our solutions.
You’ll oversee a portfolio spanning federal, state, local, and education accounts, ensuring strong adoption, customer health, and retention. Your leadership will shape the Public Sector customer journey—from onboarding through renewal—ensuring AvePoint remains a trusted partner in every phase of the relationship.
What You’ll Do
- Lead and scale the Public Sector Customer Success organization, developing an engagement model that drives adoption, expansion, and retention across a complex and regulated customer base.
- Partner cross-functionally with Sales, Product, Engineering, and Marketing to ensure seamless handoffs, proactive communication, and alignment on customer value delivery.
- Develop and execute data-driven customer health and success plans to track adoption, usage, satisfaction, and ROI across all Public Sector customers.
- Serve as an executive sponsor and point of escalation for key accounts, navigating complex renewal negotiations, procurement processes, and stakeholder relationships.
- Own and analyze customer success metrics including Gross and Net Revenue Retention (GRR/NRR), NPS, product adoption, and renewal rates.
- Recruit, coach, and develop a diverse and high-performing team of Customer Success Managers and Partner Success professionals.
- Identify and mitigate churn risk by using leading indicators, customer feedback, and predictive analytics to build proactive engagement models.
- Collaborate with leadership to refine and continuously improve the overall Public Sector customer engagement model and operational playbooks.
Who You Are
- 7+ years of experience in Customer Success, Account Management, or similar functions within a SaaS or technology company.
- 3+ years of Public Sector people leadership experience, including managing and scaling a Customer Success team.
- Experience supporting Public Sector customers, including knowledge of federal, state, and local government procurement cycles, compliance frameworks (FedRAMP, ITAR, CJIS, etc.), and contracting processes.
- AI-enhanced customer experience: acting as a pioneer in the "new age" of CS. Identifying and implementing AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale.
- Proven track record of driving product adoption and customer retention in a recurring revenue business model.
- Strong executive presence with the ability to communicate complex concepts simply and persuasively to senior stakeholders, both internally and externally.
- Adept at data-driven decision-making, using metrics and analytics to inform strategy and improve performance.
- Highly collaborative leader who thrives in cross-functional environments and aligns naturally with Sales, Product, and Support teams.
- Hands-on approach to leadership—willing to get into the details when needed while maintaining a strategic perspective.
Why AvePoint
- Opportunity to lead a strategic growth segment at a public SaaS company with a mission-critical customer base.
- A people-first culture that values innovation, collaboration, and professional development.
- Access to learning, mentorship, and career-growth opportunities across a global organization.
- Competitive compensation, bonus eligibility, equity participation, and comprehensive benefits—including tuition reimbursement and generous PTO.
The Salary Range for this role is $150,000 - $180,000. 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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