Customer Success Manager Brighton, East Sussex, United Kingdom - Customer Account Management

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:

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.