At a Glance
- Tasks: Engage and support customers, ensuring they get the most from our platform.
- Company: Join Avalara, a billion-dollar tech company redefining tax compliance.
- Benefits: Competitive pay, health benefits, remote work options, and a focus on diversity.
- Other info: Be part of a dynamic team with opportunities for growth and innovation.
- Why this job: Shape customer success strategies and make a real impact from day one.
- Qualifications: Experience in customer success, strong communication skills, and a passion for tech.
The predicted salary is between 49500 - 60500 £ per year.
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
- Indepth 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 prioritise 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.
Customer Success Manager - Versori Salford, United Kingdom - Customer Account Management employer: Socotra, Inc.
Choco is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation thrives and employees are empowered to make a real impact in the food distribution sector. With a strong focus on professional growth, team members benefit from ongoing training and development opportunities, all while working in a vibrant environment that values diversity and collaboration. Located in a hub of technological advancement, Choco offers unique advantages such as access to cutting-edge resources and a network of industry leaders, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Versori Salford, United Kingdom - Customer Account Management
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Socotra, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Socotra, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - Versori Salford, United Kingdom - Customer Account Management
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Socotra, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Socotra, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Socotra, Inc.!
How to prepare for a job interview at Socotra, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
