Remote SaaS Customer Success Manager - Retention and Growth

Auvik Networks Inc.; United States; Remote; USD 43,000 - 57,000; Full time

Benefits offered by this job

Stock options

Health and dental benefits

Remote working subsidies

Flexible paid time off

Parental leave

Job summary

Auvik is seeking a Customer Success Manager to own a defined book of business and ensure customers realize ongoing value from the Auvik suite of products. You will act as a trusted advisor, coordinating with Product, Sales, Marketing, and Support to deliver answers and drive renewal and expansion.

This customer-facing SaaS role requires strong relationship skills, a solid grasp of business outcomes, and the ability to translate technical capabilities into measurable value for diverse teams.

Qualifications

• Experience owning a book of business in a SaaS environment.
• Ability to build strategic adoption and success plans aligned to customer goals.
• Comfort discussing business outcomes, ROI, and operational impact.
• Strong organizational skills and a consultative communication style.

Responsibilities

• 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.

Skills

Account management

SaaS experience

Retention focus

Expansion sales

Adoption planning

ROI discussion

Cross-functional collaboration

Analytical thinking

Organizational skills

Customer advocacy

Tools

Salesforce

Totango

Job description

Auvik is seeking a Customer Success Manager to own a defined book of business and ensure customers realize ongoing value from the Auvik suite of products. You will act as a trusted advisor, coordinating with Product, Sales, Marketing, and Support to deliver answers and drive renewal and expansion.

This customer-facing SaaS role requires strong relationship skills, a solid grasp of business outcomes, and the ability to translate technical capabilities into measurable value for diverse teams.