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.

You'll be accountable for team performance across adoption, gross retention, net dollar retention, upsell, and cross-sell targets. You'll also act as a customer champion across Auvik, sharing feedback and insights that help us improve the customer experience for Corp IT customers.

What will you be doing?

As the leader of the Customer Success team, you will be responsible for managing the performance, operating rhythm, and development of a team that owns customer outcomes and revenue outcomes within the Corp IT customer base. You'll serve as the first point of escalation for customer risk, renewal strategy, and expansion conversations, while actively managing customer health, renewal readiness, the expansion pipeline, and forecast accuracy.

You will:

• 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.
• Be 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.

What are we looking for?

• 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.
• Passionate about technology and learning more about Auvik.
• Demonstrated ability to lead, coach, develop, and motivate others.

We're actively hiring for this role and looking to bring someone great onto the team as soon as possible.

Hiring Process

At Auvik, our hiring process is designed to be personal, transparent, and human-led. Our Talent Acquisition Partners review all resumes, connect with candidates whose skills and experience aligns with the role, and stay in communication with you throughout your journey. If our interests align, you'll meet with a hiring manager, as well as additional members of the hiring team in follow-up conversations. All of your interviews will take place via Zoom.

Before meeting with a hiring manager, we also ask candidates to complete a 5-minute Predictive Index (PI) assessment. This helps us understand and match your strengths and work preferences with roles that will set you up for success.

We use AI tools to support administrative tasks in the hiring process; such as helping source candidates, drafting communications, and interview summaries, so our team can stay focused and present during conversations. We do not use AI tools to interview, screen or assess candidates; or determine who moves forward in the process. We debrief and consider the full context of every conversation before making hiring decisions. We believe hiring requires judgment that can be augmented but, not replaced by AI.

Compensation Details

At Auvik, our compensation philosophy is to be market competitive, reward performance, reflect our commitment to equity and maintain transparency with our employees. We have defined job levels and compensation ranges for each of our markets we employ, based on research from various sources of market data, which are reviewed on a regular basis.

The hiring range for this position is listed below. Compensation offered for candidates in this role is based on a number of factors including job-related skills, knowledge, and experience. These factors may cause your compensation to vary within the range outlined below.

In addition to cash compensation, all full-time employees are granted stock options to share in Auvik's future successes. Auvik employees are eligible to participate in additional benefits and programs including our comprehensive health and dental benefits plan, Wellness spending account, GRSP matching program, flexible paid time off, paid parental leave program, and are eligible for remote working subsidies.

OTE (Base + Target Incentive) Range:

$117,500-$153,000 CAD