Customer Success Manager

Why should you consider joining Auvik?

• You want to work at a company that is building impactful, relevant technology. Auvik's network management software helps IT teams by automating time‑consuming tasks, streamlining operations, and mitigating risk. It gives IT professionals essential visibility and control over their infrastructure.
• You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik, are experienced, approachable, and consistently work hard to drive success for the company and the people who make it happen.
• You want to work with a product customers love. People rave about what we've built—our latest NPS was 57. Our customers are smart, aspirational, and highly technical, and we pay close attention to the details.
• You want regular opportunities for learning and growth. Auvik encourages individual excellence through thorough onboarding and career development programs, supported by ongoing feedback from leadership.
• You want the flexibility to manage your work, your way. We are a fully distributed team and support working from home or the workspace you choose. We trust you to get the job done where you feel most comfortable and effective.

What's this role about?

Rule #1 of the Auvik Way: Wow our customers.

As a Customer Success Manager at Auvik, you own the long‑term success of a defined book of business. You ensure customers realize meaningful, ongoing value from the Auvik suite of products, driving renewal and growth.

You act as a trusted advisor to your customers and the internal voice and advocate of the customer across Auvik. You coordinate with Product, Sales, Marketing, and Customer Support to deliver accurate answers and address needs through resolution.

The role balances retention‑first customer success with a proactive approach to expanding adoption and identifying opportunities to increase customer value and footprint.

What will I be doing?

• Own and manage a portfolio of customer accounts, maintaining a deep understanding of each customer’s goals, deployment, risks, and opportunities.
• Help customers understand, articulate, and demonstrate the business value of Auvik within their organizations.
• Serve as a customer advocate, connecting customers to the appropriate internal resources and ensuring follow‑through across teams.
• Deepen customer relationships by driving successful outcomes, mitigating risk, and expanding Auvik adoption across teams, sites, or use cases.
• Partner with customers to build and evolve adoption plans, incorporating Auvik into their operational workflows and service offerings.
• Identify opportunities to grow customer spend through increased adoption, expanded footprint, or additional products, always grounded in customer value.
• Collaborate with internal teams to meet retention and growth targets across your book of business.
• Design and deliver programs that ensure customers fully leverage existing features and are aware of new capabilities and product enhancements.
• Support customers through change management, from initial rollout through mature IT operations.
• Jump on calls to demo functionality, support adoption conversations, or help triage issues when needed.
• Capture and document customer feedback and product suggestions, partnering with Product and Engineering to influence future improvements.

What are we looking for?

We’re looking for someone who is customer‑obsessed, value‑driven, and comfortable owning both retention and growth within an account.

• Experience owning a book of business in a SaaS environment, with a track record of retention, value realization, and footprint expansion.
• Strong ability to build strategic adoption and success plans aligned to customer goals.
• Comfort discussing business outcomes, ROI, and operational impact (experience in IT or the IT channel is a plus).
• Strong conceptual thinking and the ability to learn quickly.
• Excellent organizational skills and a self‑starter mentality.
• A friendly, positive, and consultative communication style.
• Solid analytical and problem‑solving skills.
• Calm, thoughtful execution, even when things get complex.
• A mindset of continuous improvement, learning, and growth.

Are there bonus points?

• Knowledge of IT infrastructure operations.
• Experience using Salesforce, Totango, or other CS platforms.

About Auvik

Auvik delivers cloud‑based network management software that gives IT teams instant visibility and control over their infrastructure—whether on‑site, remote, or dispersed across global networks. Our platform automates network discovery, mapping, monitoring, configuration backups, traffic analysis and alerting, so IT professionals and MSPs can manage complex, multi‑site environments with ease.

We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications listed above, we encourage you to apply. We are happy to make any accommodations you may need throughout the interview process as well.

Auvik is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law.

Compensation Details

At Auvik, our compensation philosophy is to be market competitive, reward performance, reflect our commitment to equity and maintain transparency with our employees. We have defined job levels and compensation ranges for each of our markets based on research from various sources of market data, which are reviewed regularly.

The hiring range for this position is listed below. Compensations offered may vary within the range based on job‑related skills, knowledge, and experience.

In addition to cash compensation, all full‑time employees receive stock options. Employees are also eligible for comprehensive health and dental benefits, wellness spending account, GRSP matching program, flexible paid time off, paid parental leave, and remote‑working subsidies.

OTE (Base + Target Incentive) Range: $76,500—$99,500 CAD.

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