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Customer Success Manager

2 days ago

Remote, Canada Auvik Networks Full time
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. It's more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.

  • You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.

  • You want to work with a product customers love. People rave about what we've built—our latest NPS was 57 (phenomenal). Our customers are smart, aspirational, and highly technical. It pays to get the details right.

  • You want regular opportunities for learning and growth. With ongoing feedback from leadership, you'll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you're prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.

  • You want the flexibility to manage your work, your way. We're a fully distributed team and we're prepared to continue to support working from home (or the space you choose). We trust you to get the job done where you feel most comfortable and effective.

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. While you won't be expected to have every answer, you'll own the coordination across internal teams, including Product, Sales, Marketing, and Customer Support, to deliver accurate answers and ensure customer needs are addressed through to resolution.

This role balances retention-first customer success with a proactive approach to expanding adoption and identifying opportunities to increase customer value and footprint. Your success will come from helping customers get more out of Auvik.

What will I be doing?

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

What are we looking for?

We're looking for someone who is customer-obsessed, value-driven, and comfortable owning both retention and growth within an account.

You'll likely bring:

  • 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

Are there bonus points?

Yes Extra credit if you have:

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

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

About Auvik

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.

We're focused on building a diverse and inclusive workforce. If you're excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well.

Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.

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.