AvePoint · 2 months ago
Director, Customer Success - Public Sector
Arlington, VA, United States
Full-time
Onsite
Director/Executive
$150K/yr - $180K/yr
7+ years expAvePoint is the global leader in data management and SaaS operations, focusing on empowering government and education organizations. As the Director of Customer Success for the Public Sector, you will lead a team to ensure customer satisfaction and retention while developing strategies to enhance customer engagement and success.
Cloud ComputingData ManagementDocument ManagementInformation TechnologySaaSSoftware
Responsibilities
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
Qualification
Required
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 needed while maintaining a strategic perspective
Benefits
Comprehensive benefits
Tuition reimbursement
Generous PTO
Medical
Dental
Vision
401(k) with match
Unlimited PTO
Company
AvePoint
AvePoint is a global leader in data management and data governance, trusted by over 21,000 customers to modernize the digital workplace.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$744.41MKey Investors
65 Equity PartnersSixth StreetGoldman Sachs
2025-09-16Post Ipo Secondary· $202.86M
2023-09-18Post Ipo Secondary· $110M
2022-09-21Post Ipo Equity· $1.55M
Leadership Team
James Zhu
CEO of R&D Center
Tianyi Jiang
Chief Executive Officer
Recent News
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