AMER Customer Success Lead (Fully-Remote)

ABOUT THE COMPANY 

The best of all worlds: join Avolution, a highly regarded, worldwide, financially sound and growing 20-year-old Enterprise Architecture Software company. With offices in Northern Virginia, Sydney, Singapore, London, and the Middle East, Avolution is established as an industry leader in its Gartner Magic Quadrant and other industry reports. Be part of a smart, friendly team, and use your skills and initiative to drive growth. Benefit from our culture which is described by employees as collegial, collaborative, flexible, and supportive.   

ABOUT THE ROLE 

We are seeking a high-performing Customer Success Lead with deep experience in SaaS customer success to join our Americas (AMER) team. This is a unique opportunity to shape and elevate an existing customer success function. You’ll lead a team of Customer Success Managers (CSMs), drive strategic expansion initiatives, and ensure our customers achieve measurable value and long-term success. 

This role is ideal for a self-motivated, proactive leader who thrives in dynamic environments and is comfortable navigating ambiguity and change. You’ll be empowered to take ownership, implement scalable processes, and build a high-performing team culture. 

Responsibilities 

1. Team Leadership & Development 

• Lead, coach, and grow a high-performing Customer Success team. 

• Set clear goals, monitor performance, and foster a collaborative, results-driven culture. 

• Recruit, onboard, and continuously develop team members. 

2. Customer Success Strategy & Execution 

• Define and implement customer success strategies aligned with company goals. 

• Track key metrics (e.g., churn, satisfaction, adoption) and use insights to drive improvements. 

• Collaborate cross-functionally to enhance onboarding, engagement, and retention processes. 

3. Expansion & Renewal Management 

• Own the renewal and expansion pipeline, ensuring timely contract renewals and identifying growth opportunities. 

• Develop tailored proposals based on customer needs and usage data. 

• Consistently meet or exceed expansion and renewal targets. 

4. Customer Engagement & Advocacy 

• Build trusted relationships with enterprise customers and executives. 

• Guide customers through their post-sales journey, helping them achieve key outcomes. 

• Act as the voice of the customer internally, escalating issues and influencing product development. 

• SaaS-native: You bring proven experience in SaaS customer success, with a strong understanding of customer lifecycle management, product adoption, and value realization.  

• Expansion-focused: You’ve successfully driven account growth through upsell, cross-sell, and expansion strategies.  

• Team builder: You’ve led and developed high-performing teams, and know how to inspire, coach, and hold others accountable.  

• Change agent: You’re energized by ambiguity and change and excel at creating clarity and momentum in evolving environments.  

• Strategic and hands-on: You can zoom out to define strategy and zoom in to execute with precision.  

• Customer advocate: You build trusted relationships with enterprise customers and executives, and know how to translate their needs into action.  

• Data-driven: You use metrics and insights to inform decisions, identify risks, and uncover opportunities.  

• Bias for action: You’re not afraid to take the bull by the horns—you get things done and drive outcomes. 

• Ability to work from anywhere within the US 
• Comprehensive healthcare coverage that includes health, dental and eye insurance 
• 401K with company matching (after the first 6 months) 
• Life Insurance 
• Short-term disability insurance 
• 20 annual PTO days that you are encouraged to use 
• 1 day of birthday leave per year 
• 10 annual sick days 
• Paid parental leave 
  

All applicants must have the right to work in the United States. Avolution is an equal opportunities employer.