Customer Success Manager - Auvik

Why should you consider joining Auvik?

• You want to work at a company that is building impactful, relevant technology. Auvik’s network management software helps IT teams by automating time-consuming tasks, streamlining operations, and mitigating risk.
• You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik and are consistently working hard to drive success.
• You want to work with a product customers love. Our latest NPS was 57. Our customers are smart, aspirational, and highly technical.
• You want regular opportunities for learning and growth. We offer a thorough onboarding process and programs designed to help you take the next steps in your career.
• You want the flexibility to manage your work, your way. We’re a fully distributed team and support working from home.

What’s this role about?

Rule #1 of the Auvik Way: Wow our customers.

As a Customer Success Manager at Auvik, you’ll own the long-term success of a defined book of business, ensuring customers realize meaningful, ongoing value from the Auvik suite of products so they continue to renew and grow with us. You’ll act as a trusted advisor to your customers and the internal voice and advocate of the customer across Auvik.

What will I be doing?

• Own and manage a portfolio of customer accounts, maintaining a deep understanding of each customer’s goals, deployment, risks, and opportunities.
• Help customers understand, articulate, and demonstrate the business value of Auvik within their organizations.
• Serve as a customer advocate, connecting customers to the appropriate internal resources and ensuring follow-through across teams.
• Deepen customer relationships by driving successful outcomes, mitigating risk, and expanding Auvik adoption across teams, sites, or use cases.
• Partner with customers to build and evolve adoption plans, incorporating Auvik into their operational workflows and service offerings.
• Identify opportunities to grow customer spend through increased adoption, expanded footprint, or additional products.
• Collaborate with internal teams to meet retention and growth targets across your book of business.
• Design and deliver programs that ensure customers are fully leveraging existing features and are aware of new capabilities.
• Support customers through change management, from initial rollout through mature IT operations.
• Jump on calls to demo functionality, support adoption conversations, or help triage issues when needed.
• Capture and document customer feedback and product suggestions to influence future improvements.

What are we looking for?

• Experience owning a book of business in a SaaS environment, with a track record of retention, value realization, and footprint expansion.
• Strong ability to build strategic adoption and success plans aligned to customer goals.
• Comfort discussing business outcomes, ROI, and operational impact (IT or IT channel experience is a plus).
• Strong conceptual thinking and the ability to learn quickly.
• Excellent organizational skills and a self-starter mentality.
• A friendly, positive, and consultative communication style.
• Solid analytical and problem-solving skills.

Bonus Points

• Knowledge of IT infrastructure operations
• Experience using Salesforce, Totango, or other CS platforms