Customer Success Specialist

<h2><span style="font-size: 10pt;">About the Role</span></h2> <p><span style="font-size: 10pt;">We are seeking a proactive and customer-focused <strong>Customer Success Specialist</strong> to join our Australia and New Zealand Customer Success team.</span></p> <p><span style="font-size: 10pt;">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.</span></p> <p><span style="font-size: 10pt;">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.</span></p> <h2><span style="font-size: 10pt;">Key Responsibilities</span></h2> <p><span style="font-size: 10pt;"><strong>Customer Engagement & Success Management</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Manage a portfolio of customers across Australia and New Zealand, with a primary focus on long-tail and mid-market accounts.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Build trusted relationships with key customer stakeholders through regular and proactive engagement.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Conduct customer check-ins, business reviews, product walkthroughs, and adoption discussions.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Help customers understand and realise the value of AvePoint solutions throughout their lifecycle.</span></li> </ul> <p><span style="font-size: 10pt;"><strong>Product Adoption & Value Realisation</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Conduct health checks and provide recommendations to improve adoption and business outcomes.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Deliver best practice guidance to help customers maximise their investment in AvePoint products.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Drive customer awareness of new features, product enhancements, and relevant solution capabilities.</span></li> </ul> <p><span style="font-size: 10pt;"><strong>Customer Risk Management</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Proactively identify at-risk customers and develop success plans to improve customer outcomes.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Work closely with customers to address adoption, technical, or business challenges before they impact renewal outcomes.</span></li> </ul> <p><span style="font-size: 10pt;"><strong>Retention & Growth</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Support customer retention initiatives and renewal success through ongoing engagement and value demonstration.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Identify expansion, cross-sell, and upsell opportunities based on customer needs, usage trends, and business objectives.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Partner with Sales, Customer Success Managers, and Account Executives to support growth opportunities.</span></li> </ul> <p><span style="font-size: 10pt;"><strong>Cross-Functional Collaboration</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Collaborate closely with Global Support, Product Management, Engineering, Professional Services, and other internal teams.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Serve as the voice of the customer by sharing customer feedback, product challenges, and enhancement requests.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Contribute to customer success programmes, process improvements, and team initiatives.</span></li> </ul> <h2><span style="font-size: 10pt;">Qualifications & Experience</span></h2> <p><span style="font-size: 10pt;"><strong>Required</strong></span></p> <ul> <li style="font-size: 10pt;"><span style="font-size: 10pt;">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.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Strong relationship-building, communication skills, problem-solving and organisational skills</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Ability to manage multiple customer engagements simultaneously.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Experience working with customer usage data, adoption metrics, or customer health indicators.</span></li> <li style="font-size: 10pt;"><span style="font-size: 10pt;">Ability to communicate effectively with both te