Customer Success Manager

About Avolve  

Avolve 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 Summary 

Avolve 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. 

Responsibilities 

The following list outlines key responsibilities and day-to-day activities associated with this role. While it’s not an exhaustive list, it should give you a strong sense of what to expect. Responsibilities may evolve over time based on team needs, individual strengths, and organizational priorities. 

• Establish and maintain strong, trusted relationships with a portfolio of customer accounts 

• Drive product adoption and customer engagement to maximize value realization 

• Proactively identify risks, opportunities, and customer needs to prevent churn and support retention 

• Manage annual renewals in partnership with internal stakeholders 

• Identify expansion opportunities within existing accounts and provide warm handoff leads to the Sales team 

• Conduct regular customer check‑ins (weekly, monthly, and quarterly) to assess account health, successes, and potential risks 

• Escalate and coordinate resolution of customer issues with internal teams as needed 

• Lead and contribute to cross‑functional initiatives aimed at improving the overall customer experience 

• Provide strategic input into Customer Success processes and recommend improvements 

• Support customers throughout their journey to ensure they become long‑term advocates of Avolve 

Qualifications:  

We recognize that no candidate will meet every single qualification listed below. If you’re excited about this role and believe you bring a strong combination of relevant skills and experience, we encourage you to apply. We value diverse perspectives and are committed to building a team that reflects a variety of backgrounds and strengths. 

• Bachelor’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 solutions 

• Excellent organizational skills with the ability to manage multiple priorities effectively 

• Strong written and verbal communication skills, including the ability to present technical concepts to non‑technical audiences 

• Demonstrated problem‑solving skills, including the ability to remain calm and effective under pressure 

• Experience navigating and managing difficult conversations with customers 

• Ability to work independently while also contributing to team and collaborating to work across cross-functional teams.  

Preferred Qualifications 

• Experience working with SaaS products or government technology solutions 

• Familiarity with customer relationship management (CRM) tools and customer success platforms 

Benefits: 

We 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 insurance 

• 401k 

• Unlimited Vacation 

• Paid Sick Leave & Holidays 

 
Compensation: 

$85,000 to $90,000 annual salary 

*This 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 

 
Avolve is an equal opportunity employer committed to promoting an inclusive environment. We’re driven by seeing our people succeed and grow, and we work to ensure everyone contributes to their fullest potential. We consider all qualified applicants without regard to age, race, color, ancestry, national origin, religion, disability, protected veteran status, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable laws, regulations, and ordinances. 
 
We are committed to work with you to look for reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.