• Structure, review, and optimize Customer Success team processes; • Automate tasks, alerts, and updates between the CRM, support, finance, and product platforms; • Ensure the quality, organization, and standardization of data used by the team; • Identify bottlenecks in the customer journey and in the team's internal processes; • Create and maintain documentation for processes, workflows, and tools; • Train and support the team in using tools and adopting new processes; • Develop and refine internal materials and customer support content; • Use AI tools such as Claude, Gemini, and GPT to increase efficiency and improve team processes; • Monitor metrics and propose data-driven improvements.

Role Description We are currently looking for a Client Engagement Manager who will be responsible for building and maintaining strong client relationships while ensuring the successful delivery and adoption of products and services. This role serves as the primary point of contact for clients, aligning business objectives with service execution to drive customer satisfaction, retention, and growth. Leveraging the LAER model (Land, Adopt, Expand, Renew), the Client Engagement Manager focuses on the full client lifecycle—ensuring successful onboarding, driving solution adoption, identifying opportunities for expansion, and securing long-term renewals. By proactively managing account health and engagement, the Manager helps maximize value realization for both the client and the organization. The Client Engagement Manager integrates into the client’s environment, developing an understanding of their business, operational processes, and technical landscape. This knowledge enables them to provide strategic guidance, anticipate needs, and deliver tailored solutions that drive measurable success. The Manager collaborates cross-functionally with sales, operations, and technical teams to ensure seamless service delivery, manage expectations, and resolve challenges. Responsibilities - Client Relationship Management - Serves as the primary point of contact for assigned clients - Builds and maintains strong, long-term relationships with key stakeholders - Acts as a trusted advisor aligned to the client’s business goals - Service Delivery Oversight - Ensures services are delivered in alignment with contractual obligations and SLAs - Monitors performance metrics and address gaps proactively - Coordinates with internal teams to ensure consistent, high-quality delivery - Growth & Retention Strategy - Identifies upsell and cross-sell opportunities aligned to client needs - Supports account growth initiatives and contribute to revenue targets - Drives client satisfaction and retention through proactive engagement - Managerial - Leads and manages a team of 1–10+ on-site Infrastructure Technicians and/or Engineers, ensuring high performance and service delivery standards per each SOW/Client engagement. - Owns the full employee lifecycle, including hiring, performance management, coaching, and, when necessary, disciplinary action and terminations. - Provides ongoing mentoring, training, and professional development to build technical capability and leadership bench strength. - Oversees scheduling and resource planning to ensure optimal coverage and efficiency across client environments. - Drives a culture of accountability, continuous improvement, and employee engagement within the team. - Cross-Functional Collaboration - Partners with sales, technical, and operations teams to align on client strategy - Ensures seamless communication and execution across all stakeholders - Issue & Escalation Management - Acts as the point of escalation for client concerns - Drives timely resolution of issues through coordination with internal teams - Maintains client confidence during challenging situations Qualifications - 10+ years of similar type experience - Client Relationship Management: Ability to build trust, influence stakeholders, and maintain executive-level relationships - Strategic Communication: Strong verbal and written communication skills, including executive presentations and business reviews (MBRs/QBRs) - Consultative Selling: Skilled in identifying client needs and aligning solutions to drive adoption, expansion, and renewal (LAER model) - Project & Program Management: Ability to manage multiple accounts, priorities, and deliverables in a fast-paced environment - Problem Solving & Critical Thinking: Quickly assess issues, identify root causes, and implement effective solutions - Negotiation & Conflict Resolution: Handle escalations, manage expectations, and drive mutually beneficial outcomes - Lead Through Challenges: Maintain composure and direction during escalations or high-pressure situations Benefits - Progressive and competitive compensation - 401k plans - Medical insurance - Free therapy visits - Mental health coaching and tools - Meditation resources - Generous paid time off package including vacation, care time, Wellness and Volunteer Time Off days

• Guiding new practices through the onboarding process • Managing clients across the entire customer lifecycle • Building relationships and serving as the main point of contact • Proactively identifying issues and providing support • Working closely with Support, Development, and Sales teams

Role Description As a Manager of one of Auvik’s Customer Success teams, you’ll lead and mentor a team of Customer Success Managers supporting our Corp IT customers. Your team is responsible for helping customers realize value from Auvik, driving product adoption, protecting gross retention, and growing accounts through upsell and cross-sell. This is a hands-on leadership role for someone who understands that great customer success is both customer-first and results-driven. You’ll coach your team to build strong relationships, uncover risks early, identify growth opportunities, and lead confident conversations about renewal and expansion. You’ll be accountable for team performance across: - Adoption - Gross retention - Net dollar retention - Upsell - Cross-sell targets You’ll also act as a customer champion across Auvik, sharing feedback and insights that help us improve the customer experience for Corp IT customers. Qualifications - Previous experience leading a team of Customer Success Managers or post-sale revenue professionals. - Experience in customer success, account management, or sales for a technical product. - Experience owning or leading teams responsible for gross retention, net dollar retention, upsell, and cross-sell targets. - Strong understanding of renewal management, customer value realization, adoption strategy, and expansion within an existing customer base. - Strong coaching skills across customer conversations, renewal risk, expansion discovery, objection handling, and commercial discussions. - Comfortable leading a team that carries a number. - Strong communication skills, including excellent spoken and written English. Other languages are an asset. - Ability to communicate clearly with both technical and executive stakeholders. - Strong forecasting, pipeline inspection, CRM discipline, and operational follow-through. - Experience in SaaS, computer networking, or the IT industry. - Experience with CRM software, Salesforce preferred. - Passionate about technology and learning more about Auvik. - Demonstrated ability to lead, coach, develop, and motivate others. Requirements - Be accountable for your team’s product adoption, gross retention, net dollar retention, upsell, and cross-sell performance, as well as the quality and accuracy of renewal and expansion forecasts. - Coach team members to identify customer risk, uncover expansion opportunities, and build renewal strategies that drive adoption, retention, and growth. - Develop the team’s proficiency in effectively identifying opportunities and building a cross-sell and upgrade funnel. - Be the first point of escalation for renewal risk, customer concerns, commercial conversations, expansion opportunities, feature requests, and customer escalations. - Work with other revenue leaders, including Marketing, Sales, Product, Support, and Finance, to design and execute programs that improve adoption, retention, upsell, and cross-sell within the Corp IT customer base. - Deliver ongoing mentorship and development of the Customer Success team, including recruiting, hiring, and training new CSMs on customer engagement, renewal strategy, value realization, and commercial conversations. - Conduct regular team meetings, renewal reviews, and forecast meetings. Coach direct reports on strategies to reduce risk, strengthen customer value, and move renewal and expansion opportunities forward. - Ensure the Customer Success team is up to date on new marketing initiatives, product roadmap updates, customer feedback, and organizational changes. - Consistently monitor customer health, team activity, renewal readiness, product adoption, and expansion opportunities, identifying areas for improvement across the team and the business. - Think critically about existing processes and iterate where there is room for improvement to help drive retention, adoption, expansion, and customer outcomes. - Effectively raise risks, trends, customer stories, feedback, and opportunities to leadership. - Build trust and accountability across the team, creating a culture in which CSMs take ownership of both customer and revenue outcomes. - Live the Auvik Way each day. Benefits - Comprehensive health and dental benefits plan. - Wellness spending account. - GRSP matching program. - Flexible paid time off. - Paid parental leave program. - Remote working subsidies. Company Description 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’re focused on building a diverse and inclusive workforce. If you’re 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.