Customer Success Specialist

AvePoint is the global leader in data protection, unifying data security, governance, and resilience to provide a trusted foundation for AI. More than 28,000 customers rely on the AvePoint Confidence Platform to secure, govern, and rapidly recover data across Microsoft, Google, Salesforce, and other cloud environments. With a single platform for lifecycle control, multicloud governance, and rapid recovery paired with clear ownership across the business, we prevent overexposure and sprawl, modernize legacy and fragmented data, and minimize data loss and interruption. Our global partner ecosystem includes approximately 6,000 MSPs, VARs, and SI, and our solutions are available in over 100 cloud marketplaces. To learn more, visit www.avepoint.com . At AvePoint, we are committed to investing in our people. Agility, passion and teamwork set us up to do our best work and foster a culture where you are empowered to craft your career, make an impact, and own (y)our future. Unleash the power of you! About the Role 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. 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) Wellness Reimbursement Program (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