Job Description
We’re seeking a proactive and customer‑centric Customer Success Specialist to support our long‑tail customers across Australia and New Zealand. In this role, you’ll help customers realise the full value of their AvePoint investment by driving successful product adoption and delivering positive, high‑quality engagement that supports retention and growth.
About the Role
As a Customer Success Specialist, you’ll connect with customers, primarily via proactive outbound calls, to improve technical adoption and ensure a smooth experience with AvePoint solutions. You’ll work closely with our Customer Success team to execute digital engagement strategies, including:
- Technical product health checks
- Customer value engagements throughout their journey with AvePoint
- Responding to “call to action” triggers generated through Gainsight workflows
You’ll build trusted relationships, guide customers through solution usage, and ensure they understand the business value AvePoint brings to their organisation.
What You’ll Do
- Drive proactive customer outreach to support technical adoption
- Conduct use‑case discussions, product health checks, and lightweight product training
- Communicate new product features and ensure customers maximise ROI
- Collaborate with the Customer Success team to execute digital engagement programs and initiatives
- Act as the customer’s voice within AvePoint, advocating for their requirements and influencing improvements across product and process
- Support retention, expansion, and overall customer satisfaction
Skills & Experience We’re Looking For
- 5+ years in technical software support or help desk roles, or 2+ years in customer success
- Strong customer satisfaction and quality customer service
- Excellent written and verbal communication skills, including presenting and organising information effectively
- Confidence and capability in outbound calling and email‑based engagement
- Solid understanding of Microsoft 365 (SharePoint, Teams, OneDrive), including components and configurations
- Competency in end‑to‑end functionality testing
- Ability to gather and analyse customer requirements to understand business objectives
- High accountability, urgency, and proactive engagement style
- Creative problem‑solving and a forward‑thinking mindset
- Ability to work independently and collaborate effectively within a global team
- Eagerness to learn and adapt in a fast‑paced environment
What’s in it for you?
- HMO coverage from day 1 of employment (plus 2 free dependents)
- Group life insurance (upon regularization)
- Paid annual and sick leaves (convertible into cash)
- Paid compassionate leave (5 days)
- Employee Dedication Award (years of service)
- Employee Referral Bonus Program
- Promoting diversity and inclusion
- Business Travel Opportunity (Top Performers)
- Hybrid Working Arrangement (3 days onsite & 2 days work-from-home)
- Competitive compensation package, Performance bonuses/incentives
- Career growth & advancement opportunities
AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.
Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.
