About the Role

We are seeking a proactive and customer-focused Customer Success Specialist to join our Australia and New Zealand Customer Success team.

In this role, you will manage a portfolio of customers across the ANZ region, helping them maximise the value of their investment in AvePoint solutions. You will work closely with customers to drive product adoption, improve customer health, identify risks early, and uncover opportunities for expansion.

This is an excellent opportunity for someone who enjoys learning cloud technologies, building customer relationships, delivering value-driven engagements, and contributing directly to customer retention and growth.

Key Responsibilities

Customer Engagement & Success Management

• Manage a portfolio of customers across Australia and New Zealand, with a primary focus on long-tail and mid-market accounts.
• Build trusted relationships with key customer stakeholders through regular and proactive engagement.
• Conduct customer check-ins, business reviews, product walkthroughs, and adoption discussions.
• Help customers understand and realise the value of AvePoint solutions throughout their lifecycle.

Product Adoption & Value Realisation

• Conduct health checks and provide recommendations to improve adoption and business outcomes.
• Deliver best practice guidance to help customers maximise their investment in AvePoint products.
• Drive customer awareness of new features, product enhancements, and relevant solution capabilities.

Customer Risk Management

• Proactively identify at-risk customers and develop success plans to improve customer outcomes.
• Work closely with customers to address adoption, technical, or business challenges before they impact renewal outcomes.

Retention & Growth

• Support customer retention initiatives and renewal success through ongoing engagement and value demonstration.
• Identify expansion, cross-sell, and upsell opportunities based on customer needs, usage trends, and business objectives.
• Partner with Sales, Customer Success Managers, and Account Executives to support growth opportunities.

Cross-Functional Collaboration

• Collaborate closely with Global Support, Product Management, Engineering, Professional Services, and other internal teams.
• Serve as the voice of the customer by sharing customer feedback, product challenges, and enhancement requests.
• Contribute to customer success programmes, process improvements, and team initiatives.

Qualifications & Experience

Required

• 3+ years of technical experience in Customer Success, Customer Support, SaaS, or a related customer-facing role, ideally within a SaaS or cloud technology company.

• Strong relationship-building, communication skills, problem-solving and organisational skills

• Ability to manage multiple customer engagements simultaneously.

• Experience working with customer usage data, adoption metrics, or customer health indicators.

• Ability to communicate effectively with both technical and business stakeholders.

• Working knowledge of Microsoft 365, e.g., Microsoft Teams, SharePoint, Power Platform, or data protection and governance solutions.

• (preferred) Experience supporting customer renewals, retention, or expansion initiatives.

• (preferred) Familiarity with CRM and Customer Success platforms.

What Success Looks Like

In this role, you will:

• Increase customer ado