Customer Success Manager - Versori in Salford

Versori, Avalara's AI-agentic integration platform, is building its Customer Success function from the ground up - and this is your opportunity to be part of it from day one. As a founding member of the Versori Customer Success team, you won't just be stepping into an established playbook; you'll be helping to write it. This is a rare chance to shape how we engage, retain, and grow customers at a pivotal moment in Versori's journey, with the autonomy to build and establish the processes, frameworks, and team culture that will scale with the business.

As a Customer Success Manager, you will own a portfolio of Versori customers - from SaaS platforms building native integration catalogues to mid-market and enterprise businesses solving complex integration challenges - ensuring they realize measurable value from the Versori platform while driving retention and identifying opportunities for expansion. This is a hands-on, outcomes-driven role where success is defined by your ability to proactively engage customers at scale, manage integration risk effectively, and deliver consistent value across your business.

You will work closely with Account Managers and cross-functional teams to protect and grow revenue, while building strong customer relationships that drive long-term loyalty and platform adoption. As the team grows, you will have the opportunity to influence hiring, onboarding, and the operating model that defines Versori's customer success practice.

What Your Responsibilities Will Be

• Build and maintain strong, proactive engagement across your portfolio, ensuring consistent touchpoints and meaningful interactions that drive retention, workflow adoption, and growth.
• Support high levels of customer retention by identifying integration risks early, managing at-risk accounts with clear action plans, and executing 'get well' strategies to prevent churn.
• Ensure new customers are successfully onboarded through timely welcome engagements, guiding them from contract signature to their first live workflow, setting a strong foundation for long-term platform adoption, working closely with our Implementation Team for project milestones.
• Support and contribute to Quarterly Business Reviews (QBRs) for top accounts, focusing on value realization - including workflows deployed, execution volumes, tenants onboarded - and long-term partnership growth.
• Act as a point of escalation for customer issues, responding promptly and coordinating with Versori's delivery, engineering, and leadership teams.
• Maintain accurate and up-to-date customer records in Salesforce, including health scores, integration risks, and action plans, ensuring strong operational discipline across your accounts.
• Act as the voice of the customer internally, partnering with Versori's Product, Marketing, and Delivery teams to surface integration feedback and shape the product roadmap.
• Build strong stakeholder relationships within customer accounts - particularly with Heads of Engineering, IT leaders, and technical champions - to drive long-term advocacy and platform stickiness.

What You'll Need to be Successful

• In-depth experience as a Customer Success Manager at Mid Market or Strategic level, ideally within a technical SaaS or integration platform.
• Ability to analyse complex and sometimes conflicting information to identify practical solutions in a fast-moving, technical environment.
• Strong communication skills across multiple formats (verbal, written, video, in person), with the ability to translate technical integration concepts into clear business value for both engineering and executive audiences.
• Ability to tailor messaging to different stakeholders - from Heads of Engineering and IT Directors to C-suite sponsors.
• Experience managing a high volume book of business with discipline and rigor.
• Proven ability to prioritize and deliver results in a fast-paced environment.
• Passion for customer success, particularly within technical SaaS, integration, or developer tooling.
• Familiarity with enterprise systems (ERP, CRM, eCommerce, POS, OMS, etc.) and how integration complexity impacts go-live timelines and customer outcomes.
• Experience using Salesforce.
• Familiarity with integration concepts (APIs, OAuth, webhooks, middleware, iPaaS) is a strong plus.

Avalara is an AI-first Company. AI is embedded in our workflows, decision making, and products. Success here requires embracing AI as an essential capability. You'll bring experience using AI and AI-related technologies, ready to thrive here. You'll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers. You'll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.

How We'll Take Care of You

• Total Rewards: In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.
• Health & Wellness: Benefits vary by location but generally include private medical, life, and disability insurance.
• Inclusive culture and diversity: Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture.

What You Need To Know About Avalara

We're defining the relationship between tax and tech. We've already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion-dollar business - and we're not slowing down until we've achieved our mission - to be part of every transaction in the world. We're bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we've designed, that empowers our people to win. We've been different from day one. Join us, and your career will be too.

We're An Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company - we don't want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.