Director, Customer Success - Public Sector

AvePoint • Arlington, VA

11h

About The Position

As Director, Customer Success (Public Sector), you’ll lead a high-performing team focused on helping AvePoint’s government, education, and regulated customers realize measurable value from our solutions.
You’ll oversee a portfolio spanning federal, state, local, and education accounts, ensuring strong adoption, customer health, and retention. Your leadership will shape the Public Sector customer journey—from onboarding through renewal—ensuring AvePoint remains a trusted partner in every phase of the relationship.

Requirements

• 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.

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.

Benefits

• Opportunity to lead a strategic growth segment at a public SaaS company with a mission-critical customer base.
• A people-first culture that values innovation, collaboration, and professional development.
• Access to learning, mentorship, and career-growth opportunities across a global organization.
• Competitive compensation, bonus eligibility, equity participation, and comprehensive benefits—including tuition reimbursement and generous PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed