Senior Manager, Customer Success - Public Sector

About the Opportunity 

As Senior Manager, 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 Public Sector 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. 
  
  
• AI-enhanced customer experience: acting as a pioneer in the "new age" of CS. Identifying and implementing AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale. 

• 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 needed while maintaining a strategic perspective. 

 

Why AvePoint 

• Opportunity to lead a strategic growth segment at a public SaaS company wi