Customer Success Manager
Role Purpose
Avolution is a global leader in Enterprise Architecture software, with a vision to scale to $100 million ARR within the next five years. Backed by private equity and operating across the Americas, EMEA and APAC, Avolution is building the team that will take the business toward becoming a billion-dollar global SaaS leader.
We are seeking a Customer Success Manager to manage a portfolio of customer accounts, driving adoption, satisfaction, and renewal across the customer lifecycle.
Key Responsibilities
Manage Customer Accounts
- Own onboarding, adoption, and renewal for an assigned account portfolio.
- Run regular check-ins and business reviews with customers.
- Track and improve customer health and usage metrics.
Drive Retention and Growth
- Identify churn risk early and put mitigation plans in place.
- Spot and progress expansion opportunities with Sales.
- Support customers in achieving their desired outcomes.
Collaborate Across the Business
- Partner with Software Consulting on implementation handover.
- Share customer feedback with Product Management.
- Maintain accurate account and health data in CRM/CS tools.
Key Requirements
Experience
- 5+ years in customer success or account management, ideally SaaS.
- Strong relationship-building and communication skills.
- Experience managing renewals and identifying expansion opportunities.
- Comfortable working with data to track customer health.
Attributes
- Customer-focused and empathetic.
- Proactive and organised.
- Clear communicator across all levels.
- Collaborative team player.
Success Measures (First 12–18 Months)
- Strong renewal rates within owned portfolio.
- High customer satisfaction and engagement scores.
- Early identification and resolution of churn risk.
- Accurate, well-maintained account data.
Summary
The Customer Success Manager manages a portfolio of accounts, helping customers achieve strong outcomes and driving healthy renewal and