Manager, Customer Success

What’s this role about?

Rule #1 of the Auvik Way:
Wow our customers! As a Manager of one of Auvik’s Customer Success teams, you’ll lead and mentor a team of Customer Success Managers supporting our Corp IT customers. Your team is responsible for helping customers realize value from Auvik, driving product adoption, protecting gross retention, and growing accounts through upsell and cross‑sell.

This is a hands‑on leadership role for someone who understands that great customer success is both customer‑first and results‑driven. You’ll coach your team to build strong relationships, uncover risks early, identify growth opportunities, and lead confident conversations about renewal and expansion.

• Be accountable for your team’s product adoption, gross retention, net dollar retention, upsell, and cross‑sell performance, as well as the quality and accuracy of renewal and expansion forecasts.
• Coach team members to identify customer risk, uncover expansion opportunities, and build renewal strategies that drive adoption, retention, and growth.
• Develop the team’s proficiency in effectively identifying opportunities and building a cross‑sell and upgrade funnel.
• Act as the first point of escalation for renewal risk, customer concerns, commercial conversations, expansion opportunities, feature requests, and customer escalations.
• Work with other revenue leaders, including Marketing, Sales, Product, Support, and Finance, to design and execute programs that improve adoption, retention, upsell, and cross‑sell within the Corp IT customer base.
• Deliver ongoing mentorship and development of the Customer Success team, including recruiting, hiring, and training new CSMs on customer engagement, renewal strategy, value realization, and commercial conversations.
• Conduct regular team meetings, renewal reviews, and forecast meetings. Coach direct reports on strategies to reduce risk, strengthen customer value, and move renewal and expansion opportunities forward.
• Ensure the Customer Success team is up to date on new marketing initiatives, product roadmap updates, customer feedback, and organizational changes.
• Consistently monitor customer health, team activity, renewal readiness, product adoption, and expansion opportunities, identifying areas for improvement across the team and the business.
• Think critically about existing processes and iterate where there is room for improvement to help drive retention, adoption, expansion, and customer outcomes.
• Effectively raise risks, trends, customer stories, feedback, and opportunities to leadership.
• Build trust and accountability across the team, creating a culture in which CSMs take ownership of both customer and revenue outcomes.
• Live the Auvik Way each day.

• Previous experience leading a team of Customer Success Managers or post‑sale revenue professionals.
• Experience in customer success, account management, or sales for a technical product.
• Experience owning or leading teams responsible for gross retention, net dollar retention, upsell, and cross‑sell targets.
• Strong understanding of renewal management, customer value realization, adoption strategy, and expansion within an existing customer base.
• Strong coaching skills across customer conversations, renewal risk, expansion discovery, objection handling, and commercial discussions.
• Comfortable leading a team that carries a number.
• Strong communication skills, including excellent spoken and written English. Other languages are an asset.
• Ability to communicate clearly with both technical and executive stakeholders.
• Strong forecasting, pipeline inspection, CRM discipline, and operational follow‑through.
• Experience in SaaS, computer networking, or the IT industry.
• Experience with CRM software, Salesforce preferred.
• Passio…