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For Companies At a Glance
- Tasks: Engage customers, drive retention, and identify growth opportunities in a dynamic role.
- Company: Join Avalara, a leading AI-first company focused on customer success.
- Benefits: Enjoy competitive pay, remote work flexibility, and generous time off.
- Other info: Collaborative environment with opportunities to grow your skills and career.
- Why this job: Make a real impact by helping customers succeed with innovative solutions.
- Qualifications: 3+ years in customer success, strong communication, and a passion for SaaS.
The predicted salary is between 50000 - 60000 ÂŁ per year.
Avalara is scaling its International Customer Success team, and this role sits at the centre of that growth. As a Customer Success Manager (I3), you will own a high-volume portfolio of customers, ensuring they realise measurable value from Avalara’s solutions while driving retention and identifying opportunities for growth. This is a hands-on, outcomes-driven role where success is defined by your ability to proactively engage customers at scale, manage risk effectively, and deliver consistent value across your book of 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 growth. This role is remote, with 1–3 days per quarter in the office, and reports to the Customer Success Team Manager.
What Your Responsibilities Will Be
- Walk customers through product features, clearly connecting capabilities to customer outcomes and business value.
- Build and maintain strong, proactive engagement across your portfolio, ensuring consistent touchpoints and meaningful interactions that drive retention and growth.
- Support high levels of customer retention by identifying 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, setting a strong foundation for long-term value.
- Deliver regular Value Reviews across your book of business, helping customers track progress, realise value, and align on next steps.
- Support and contribute to Quarterly Business Reviews (QBRs) for top accounts, focusing on value realisation and long-term partnership growth.
- Develop and maintain clear Success Plans for key accounts, aligning Avalara solutions to customer goals and measurable outcomes.
- Act as a point of escalation for customer issues, responding promptly and coordinating with internal teams and leadership.
- Maintain accurate and up-to-date customer records, including health scores, risks, and action plans, ensuring strong operational discipline across your accounts.
- Actively participate in team cadences (e.g., lifecycle reviews), contributing insights and maintaining visibility on customer health and risk.
- Partner closely with Account Managers to support renewals and identify expansion opportunities, including generating qualified leads for additional products and services.
- Identify opportunities to align customer needs with additional Avalara products and services to support customer growth.
- Act as the voice of the customer internally, partnering with Product, Marketing, and Customer Education teams.
- Leverage available tools, including AI and automation, to improve efficiency, insights, and the overall customer experience.
- Build strong stakeholder relationships within customer accounts to drive long-term advocacy.
- Continuously develop your skills and knowledge to improve performance and deliver greater customer impact.
What You’ll Need To Be Successful
- 3+ years of experience as a Customer Success Manager at Mid-Market or Strategic level.
- Ability to analyse complex and sometimes conflicting information to identify practical solutions.
- Strong communication skills across multiple formats (verbal, written, video, in-person).
- Ability to tailor messaging to different audiences and stakeholders.
- Experience managing a high-volume book of business.
- Proven ability to prioritise and deliver results in a fast-paced environment.
- Passion for customer success, particularly within SaaS.
- Familiarity with enterprise systems (ERP, CRM, eCommerce, POS, OMS, etc.).
- Experience using Salesforce and Gainsight.
- GST, VAT, or indirect tax knowledge is a 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.
Customer Success Manager employer: Avalara
Contact Detail:
Avalara Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn, and ask them about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching Avalara’s products and customer success strategies. Show us that you understand how to connect product features to customer outcomes – it’ll impress the hiring team!
✨Tip Number 3
Practice your communication skills! Whether it’s verbal or written, being able to tailor your message to different audiences is key. Try mock interviews with friends or use online platforms to get feedback.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team at Avalara.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let your enthusiasm for customer success shine through! Share specific examples of how you've helped customers achieve their goals and how you can bring that same energy to Avalara.
Tailor Your Messaging: Make sure to customise your application to reflect the job description. Highlight your experience with high-volume portfolios and your ability to engage customers proactively. We want to see how you can connect your skills to what we’re looking for!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to describe your achievements and experiences. Remember, we appreciate a well-structured application that’s easy to read and understand!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Avalara
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics like retention rates and customer satisfaction scores. Be ready to discuss how you've used these metrics in your previous roles to drive value and growth for customers.
✨Showcase Your Communication Skills
As a Customer Success Manager, strong communication is crucial. Prepare examples of how you've tailored your messaging to different stakeholders. Practice articulating complex ideas simply, as you'll need to do this with customers and internal teams alike.
✨Demonstrate Your Problem-Solving Abilities
Think of specific instances where you've identified risks or challenges within customer accounts and how you addressed them. Be prepared to share your thought process and the outcomes, showcasing your ability to manage at-risk accounts effectively.
✨Familiarise Yourself with AI Tools
Since Avalara is an AI-first company, it’s essential to show your familiarity with AI technologies. Research how AI can enhance customer success and be ready to discuss any relevant experience you have using AI tools to improve customer engagement and efficiency.