Customer Success Manager

Avolve is the global market leader in electronic plan review for local governments, recognized for its rapid growth and innovation in the public sector. The Customer Success Manager will serve as a trusted advisor to customers, ensuring long-term value and satisfaction while driving product adoption and engagement.

Responsibilities:

• Establish and maintain strong, trusted relationships with a portfolio of customer accounts
• Drive product adoption and customer engagement to maximize value realization
• Proactively identify risks, opportunities, and customer needs to prevent churn and support retention
• Manage annual renewals in partnership with internal stakeholders
• Identify expansion opportunities within existing accounts and provide warm handoff leads to the Sales team
• Conduct regular customer check-ins (weekly, monthly, and quarterly) to assess account health, successes, and potential risks
• Escalate and coordinate resolution of customer issues with internal teams as needed
• Lead and contribute to cross-functional initiatives aimed at improving the overall customer experience
• Provide strategic input into Customer Success processes and recommend improvements
• Support customers throughout their journey to ensure they become long-term advocates of Avolve

Requirements:

• Bachelor's degree or related field, or the equivalent combination of education, training, and experience
• 2+ years of experience in Customer Experience, Consulting, Customer Success, or a similar customer-facing role
• Strong technical aptitude with the ability and desire to become a subject matter expert in Avolve's software solutions
• Excellent organizational skills with the ability to manage multiple priorities effectively
• Strong written and verbal communication skills, including the ability to present technical concepts to non‑technical audiences
• Demonstrated problem‑solving skills, including the ability to remain calm and effective under pressure
• Experience navigating and managing difficult conversations with customers
• Ability to work independently while also contributing to team and collaborating to work across cross-functional teams
• Experience working with SaaS products or government technology solutions
• Familiarity with customer relationship management (CRM) tools and customer success platforms