[Hiring] Customer Success Manager @Auvik Networks

Role Description

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.

• Act as a trusted advisor to customers and advocate across Auvik.
• Coordinate across internal teams, including Product, Sales, Marketing, and Customer Support.
• Balance retention-first customer success with a proactive approach to expanding adoption.
• Help customers get more out of Auvik.

This is a customer-facing role at a SaaS company, requiring both strong relationship skills and the ability to understand technical and business needs. On a day-to-day basis, you will:

• 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, always grounded in customer value.
• 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 and product enhancements.
• 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, partnering with Product and Engineering to influence future improvements.

Qualifications

• 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 (experience in IT or the IT channel 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.
• Calm, thoughtful execution, even when things get complex.
• A mindset of continuous improvement, learning, and growth.

Requirements

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

Benefits

• Comprehensive health and dental benefits plan.
• Wellness spending account.
• GRSP matching program.
• Flexible paid time off.
• Paid parental leave program.
• Remote working subsidies.

Company Description

Auvik delivers cloud-based network management software that gives IT teams instant visibility and control over their infrastructure — whether on-site, remote, or dispersed across global networks. Our platform automates network discovery, mapping, monitoring, configuration backups, traffic analysis, and alerting, so IT professionals and MSPs can manage complex, multi-site environments with ease.