About the OpportunityAs
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.
