Vice President, Customer Success

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’s more important than ever to be able to remotely monitor and manage network infrastructure, and with Auvik, IT professionals have that essential visibility and control.

• You want to work with a leadership team who are transparent and trustworthy. Our senior leaders have a vision for Auvik. They are experienced, knowledgeable, approachable, and consistently working hard to drive success, both for the company and the team of people who make it happen.

• You want to work with a product customers love. People rave about what we’ve built. Our customers are smart, aspirational, and highly technical. It pays to get the details right.

• You want regular opportunities for learning and growth. With ongoing feedback from leadership, you’ll find that Auvik encourages you to be your very best. Our onboarding process is thorough and informative because we want to make sure you’re prepared to have a great work experience. We also have programs designed to help you take the next steps you want for your career.

• You want the flexibility to manage your work, your way. We’re a fully distributed team and we’re prepared to continue to support working from home (or the space you choose!). We trust you to get the job done where you feel most comfortable and effective.

What’s this role about?

We are looking for a VP, Customer Success to lead our post-sales customer engagement functions, drive retention, and maximize revenue expansion opportunities. This strategic leader will be responsible for delivering an outstanding customer experience across the entire customer journey. They will oversee our Customer Success, Account Management, Onboarding (including Customer Training), and Digital Customer Success teams and will be responsible for ensuring our customers achieve their desired outcomes while delivering on our gross and net retention targets.    

The ideal candidate will be a customer obsessed, data-driven leader with a strong background in customer retention (renewals), expansion (upsell/cross-sell), and operational excellence in a fast-paced, SaaS-driven environment. They will collaborate closely with Sales Leadership, Revenue Operations, Technical Support, Product Marketing and Product Management to advocate for and amplify the voice of our customers throughout the organization and ensure that our processes and priorities are optimized to deliver a best in class customer experience. 

What will I be doing?

Retention & Revenue Growth

• Oversee and optimize the existing renewal and customer growth processes to focus on proactive customer engagement, delivering customer value, and maximizing gross and net retention.
• Implement data-driven strategies to forecast churn, upgrade, and cross sell revenue, increasing customer lifetime value.
• Design and implement proactive expansion and risk mitigation strategies that help drive business results for both our customers and Auvik - including revenue growth and improved gross retention. 
• Partner with Sales, Product, and Marketing to drive customer advocacy, referrals, and long-term loyalty.

Customer Success Leadership

• Lead Customer Success, Account Management, Onboarding, and Digital Customer Success teams, ensuring a best in class, seamless customer experience between groups. 
• Optimize the existing customer engagement strategy to align with customer needs, business growth, and product adoption.
• Collaborate with Revenue Operations to develop predictive customer health scoring models that proactively identify risks and opportunities for expansion.
• Develop and oversee best-in-class processes for onboarding, product adoption, value realization, renewal, and advocacy.
• Build a lead a high performing team

Operational Excellence

• Oversee the entire customer journey, from sales to onboarding handoff through ongoing renewal and growth, ensuring a consistent positive customer experience.
• Drive consistent execution of team processes, reinforcing best practices throughout the entire customer journey. 
• Optimize and refine customer segmentation and engagement strategies to ensure that we deliver best in class customer experiences at scale.
• Optimize team structure, processes, and tooling to improve efficiency and effectiveness across all functions.

Cross-Functional Collaboration

• Partner with Sales and Product to align customer feedback with roadmap priorities and revenue goals.
• Work with Marketing to drive customer growth and advocacy (case studies, testimonials, referrals). 
• Collaborate with Finance and RevOps to forecast and track retention and expansion revenue.

What are we looking for?

• 10+ years of experience in Customer Success, Account Management, or Post-Sales Leadership, preferably in B2B SaaS.
• Proven ability to deliver retention and expansion revenue targets in a subscription-based business model.
• Strong leadership skills with experience scaling and managing multiple teams across Customer Success, Account Management, and Onboarding.
• Data-driven mindset with expertise in customer health analytics, NPS, CSAT, and retention forecasting.
• Experience with customer lifecycle automation, CRM platforms, and digital success strategies.
• Exceptional ability to build executive relationships and drive strategic customer conversations.
• Ability to lead through change, drive innovation, and implement scalable processes.

About Auvik

Auvik makes network management easier. Our software provides the visibility and automation IT professionals need to focus on the work that delivers the greatest value to their organization. Today, Auvik helps IT teams manage more than four million devices on over 50,000 networks worldwide.

Auvik is one of the fastest growing North American technology companies, and is winner of the Deloitte Technology Fast 50, Deloitte Fast 500, and was recognized as the #1 ranked Canadian company in the FT Americas’ Fastest Growing Companies list.

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. Don't have a working webcam? We will help you find a space you can conduct your interview from Have kids or pets in the background? Don’t worry about it. Just let us know what you need when we reach out to schedule and we will make it work! 

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.