About AvolveAvolve is the global market leader in electronic plan review for local governments. We made the INC 5000 2025 list as one of the fastest‑growing private companies in the US, and our government expertise has been recognized for the second year in a row with our inclusion in Government Technology’s GovTech 100 list for both 2025 and 2026, a summary of 100 innovative companies making a significant contribution to the public sector.At Avolve we digitalize the review and approval of plans for permit applications, for both citizen and commercial planning developments. This enables government jurisdictions to improve efficiency and processes, as well as optimizing the experience for both permit applicants and plan reviewers.We have over 350 customers globally and are expanding fast, because we have a suite of best-in-class solutions that offer choice to cities, counties, municipalities, and states. We partner with some of the leading technology providers out there, including Microsoft, Google, and Esri – in fact, we are the only vendor that has Esri GIS functionality embedded in the plan review solution, which has earned us the Esri State and Local Government Specialty in recognition for our innovation.It is an exciting time to join Avolve - we are expanding into new territories and have great vision for our technological solutions. As a team we take enormous pride in the quality of our work, and our people come to work because they enjoy being part of the Avolve family and helping our customers to create safe and thriving communities.Position SummaryAvolve is seeking a Customer Success Manager to serve as a trusted advisor to our customers and ensure long‑term value, adoption, and satisfaction across a portfolio of accounts. This role requires a strong mix of relationship management, product expertise, and problem‑solving skills. As a key member of the Customer Success team, you will collaborate cross‑functionally, drive best practices, and support customers in achieving their business objectives through effective use of the Avolve Software product suite.ResponsibilitiesEstablish and maintain strong, trusted relationships with a portfolio of customer accountsDrive product adoption and customer engagement to maximize value realizationProactively identify risks, opportunities, and customer needs to prevent churn and support retentionManage annual renewals in partnership with internal stakeholdersIdentify expansion opportunities within existing accounts and provide warm handoff leads to the Sales teamConduct regular customer check‑ins (weekly, monthly, and quarterly) to assess account health, successes, and potential risksEscalate and coordinate resolution of customer issues with internal teams as neededLead and contribute to cross‑functional initiatives aimed at improving the overall customer experienceProvide strategic input into Customer Success processes and recommend improvementsSupport customers throughout their journey to ensure they become long‑term advocates of AvolveQualificationsBachelor’s degree or related field, or the equivalent combination of education, training, and experience.2+ years of experience in Customer Experience, Consulting, Customer Success, or a similar customer-facing role.Strong technical aptitude with the ability and desire to become a subject matter expert in Avolve’s software solutionsExcellent organizational skills with the ability to manage multiple priorities effectivelyStrong written and verbal communication skills, including the ability to present technical concepts to non‑technical audiencesDemonstrated problem‑solving skills, including the ability to remain calm and effective under pressureExperience navigating and managing difficult conversations with customersAbility to work independently while also contributing to team and collaborating to work across cross-functional teams.Preferred QualificationsExperience working with SaaS products or government technology solutionsFamiliarity with customer relationship management (CRM) tools and customer success platformsBenefitsWe offer a competitive salary along with a generous and comprehensive benefits package designed to support your well-being, growth, and work-life balance.Group Medical, Dental, Vision and Life insurance401kUnlimited VacationPaid Sick Leave & HolidaysCompensation$85,000 to $90,000 annual salaryLocationThis is a fully remote position that can be performed out of the following states: AL, AZ, CA, CO, FL, GA, IN, MA, MI, MN, MT, NC, NV, NY, OH, OK, TN, TX, UT, VA, WA, WI
