Senior Manager, Customer Account Management

As a Senior Manager, Customer Account Management at Avalara, you will lead a team of Customer Account Managers (CAMs) who are focused on driving growth through upsell and cross-sell across our existing mid‑market customer base. You will help manage daily operations, supporting internal stakeholders, and contributing expertise during customer interactions. Your leadership will ensure that your team achieves high levels of productivity, efficiency, and meets revenue targets. You will report to the Senior Director, Existing Business Sales and work from our London or Brighton office 1-2 days per week on a hybrid basis.

Your Responsibilities Will Be:

• Provide leadership, coaching, and performance management to ensure the team meets cross‑sell and upsell revenue targets.
• Support CAMs in identifying and executing cross‑sell and upsell opportunities within the existing mid‑market customer base.
• Join strategic customer calls to offer expert guidance and ensure understanding of the customer's needs and Avalara's product offerings.
• Develop strategies to increase revenue opportunities and track team performance against important metrics and goals.
• Collaborate with other teams (Sales, Product, Customer Success) to align on customer needs, develop solutions, and drive growth.
• Track team performance, provide regular reports to senior leadership, and implement improvements to enhance team productivity.
• Act as a customer advocate within Avalara, ensuring that you share customer feedback and insights with our teams to enhance product offerings and service delivery.
• Promote operational improvements to increase team efficiency and productivity, ensuring we streamline processes.
• Oversee and conduct accurate forecasting of revenue and performance metrics, providing detailed insights and updates to senior management to support strategic planning.

What You’ll Need To Be Successful:

• 3+ years' experience managing a team with revenue generating targets.
• At least 6 years of relevant experience in a revenue generating role.
• Experience with indirect tax or VAT software solutions would be beneficial.
• Knowledge of ERPs, eCommerce platforms, or accounting software.
• Experience developing and executing sales strategies to increase revenue through cross‑sell/upsell opportunities.
• Experience working with teams such as Sales, Product, and Customer Success to align customer needs with internal solutions.
• Proficiency in tracking team performance, analysing metrics, and making data‑driven improvements to improve productivity.
• Knowledge of streamlining operations to enhance team productivity, ensuring processes are efficient and scalable.
• Experience analysing data and providing recommendations to enhance processes and performance.
• Experience forecasting revenue and performance metrics, with the ability to present insights to senior management for strategic decision‑making.

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—you don’t have to fit into our culture. 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.