Director, Customer Success - Public Sector

About AvePoint 

AvePoint is the global leader in data management and SaaS operations. Our Public Sector business empowers federal, state, and local government agencies—as well as education and defense organizations—to collaborate securely, manage compliance confidently, and accelerate digital transformation. 

We help our customers modernize the way they work with Microsoft 365, SharePoint, Teams, and other cloud technologies—ensuring their data is protected, governed, and optimized for mission success. 

About the Opportunity 

As Director, Customer Success (Public Sector), you’ll lead a high-performing team focused on helping AvePoint’s government, education, and regulated customers realize measurable value from our solutions. 

You’ll oversee a portfolio spanning federal, state, local, and education accounts, ensuring strong adoption, customer health, and retention. Your leadership will shape the Public Sector customer journey—from onboarding through renewal—ensuring AvePoint remains a trusted partner in every phase of the relationship. 

 

What You’ll Do 

• Lead and scale the Public Sector Customer Success organization, developing an engagement model that drives adoption, expansion, and retention across a complex and regulated customer base. 

• Partner cross-functionally with Sales, Product, Engineering, and Marketing to ensure seamless handoffs, proactive communication, and alignment on customer value delivery. 

• Develop and execute data-driven customer health and success plans to track adoption, usage, satisfaction, and ROI across all Public Sector customers. 

• Serve as an executive sponsor and point of escalation for key accounts, navigating complex renewal negotiations, procurement processes, and stakeholder relationships. 

• Own and analyze customer success metrics including Gross and Net Revenue Retention (GRR/NRR), NPS, product adoption, and renewal rates. 

• Recruit, coach, and develop a diverse and high-performing team of Customer Success Managers and Partner Success professionals. 

• Identify and mitigate churn risk by using leading indicators, customer feedback, and predictive analytics to build proactive engagement models. 

• Collaborate with leadership to refine and continuously improve the overall Public Sector customer engagement model and operational playbooks. 

 

Who You Are 

• 7+ years of experience in Customer Success, Account Management, or similar functions within a SaaS or technology company. 

• 3+ years of people leadership experience, including managing and scaling a Customer Success team. 

• Experience supporting Public Sector customers, including knowledge of federal, state, and local government procurement cycles, compliance frameworks (FedRAMP, ITAR, CJIS, etc.), and contracting processes. 

• Proven track record of driving product adoption and customer retention in a recurring revenue business model. 

• Strong executive presence with the ability to communicate complex concepts simply and persuasively to senior stakeholders, both internally and externally. 

• Adept at data-driven decision-making, using metrics and analytics to inform strategy and improve performance. 

• Highly collaborative leader who thrives in cross-functional environments and aligns naturally with Sales, Product, and Support teams. 

• Hands-on approach to leadership—willing to get into the details when need