Customer Success Specialist
At a glance
Mid-level Customer Success role at AvePoint. Sydney · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Manage ANZ customer accounts, focusing on long-tail and mid-market portfolios
- Run check-ins, business reviews, product walkthroughs, and adoption conversations with customer stakeholders
- Use health checks and usage signals to address risks, improve adoption, and support renewals
- Find expansion, cross-sell, and upsell opportunities, then coordinate with Sales and account teams
- Share customer feedback with Support, Product, Engineering, and Professional Services teams
What you bring
- At least three years in technical Customer Success, Customer Support, SaaS, or another customer-facing role
- Experience handling several customer engagements at once and using adoption or health measures
- Strong relationship, communication, organisation, and problem-solving abilities
- Working knowledge of Microsoft 365 tools such as Teams, SharePoint, or Power Platform
Who this fits
This role suits a customer-facing professional who can build stakeholder relationships across Australia and New Zealand while learning cloud technologies. You should be comfortable balancing proactive engagement, risk management, value delivery, and commercial growth. The position is based in Sydney, Australia and supports the ANZ region.
From the employer
About the Role
We are seeking a proactive and customer-focused Customer Success Specialist to join our Australia and New Zealand Customer Success team.
In this role, you will manage a portfolio of customers across the ANZ region, helping them maximise the value of their investment in AvePoint solutions. You will work closely with customers to drive product adoption, improve customer health, identify risks early, and uncover opportunities for expansion.
This is an excellent opportunity for someone who enjoys learning cloud technologies, building customer relationships, delivering value-driven engagements, and contributing directly to customer retention and growth.
Key Responsibilities
Customer Engagement & Success Management
- Manage a portfolio of customers across Australia and New Zealand, with a primary focus on long-tail and mid-market accounts.
- Build trusted relationships with key customer stakeholders through regular and proactive engagement.
- Conduct customer check-ins, business reviews, product walkthroughs, and adoption discussions.
- Help customers understand and realise the value of AvePoint solutions throughout their lifecycle.
Product Adoption & Value Realisation
- Conduct health checks and provide recommendations to improve adoption and business outcomes.
- Deliver best practice guidance to help customers maximise their investment in AvePoint products.
- Drive customer awareness of new features, product enhancements, and relevant solution capabilities.
Customer Risk Management
- Proactively identify at-risk customers and develop success plans to improve customer outcomes.
- Work closely with customers to address adoption, technical, or business challenges before they impact renewal outcomes.
Retention & Growth
- Support customer retention initiatives and renewal success through ongoing engagement and value demonstration.
- Identify expansion, cross-sell, and upsell opportunities based on customer needs, usage trends, and business objectives.
- Partner with Sales, Customer Success Managers, and Account Executives to support growth opportunities.
Cross-Functional Collaboration
- Collaborate closely with Global Support, Product Management, Engineering, Professional Services, and other internal teams.
- Serve as the voice of the customer by sharing customer feedback, product challenges, and enhancement requests.
- Contribute to customer success programmes, process improvements, and team initiatives.
Qualifications & Experience
Required
- 3+ years of technical experience in Customer Success, Customer Support, SaaS, or a related customer-facing role, ideally within a SaaS or cloud technology company.
- Strong relationship-building, communication skills, problem-solving and organisational skills
- Ability to manage multiple customer engagements simultaneously.
- Experience working with customer usage data, adoption metrics, or customer health indicators.
- Ability to communicate effectively with both technical and business stakeholders.
- Working knowledge of Microsoft 365, e.g., Microsoft Teams, SharePoint, Power Platform, or data protection and governance solutions.
- (preferred) Experience supporting customer renewals, retention, or expansion initiatives.
- (preferred) Familiarity with CRM and Customer Success platforms.
What Success Looks Like
In this role, you will:
- Increase customer adoption across your portfolio through proactive engagement.
- Improve customer retention and renewal outcomes, by helping customers realise measurable business value from their AvePoint investments.
- Reduce customer risk through proactive engagement and intervention.
- Deliver a consistently positive customer experience.
Why Join Us?
At AvePoint, we help organisations modernise the digital workplace, secure and govern their data, and accelerate digital transformation. You'll be joining a high-performing Customer Success team that is passionate about helping customers achieve their goals while developing your career in a fast-growing global SaaS business.
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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