Team Manager, Customer Success London, England, United Kingdom - Sales - Customer Success Managers

What You\’ll Do

Avalara is looking for a Manager, Customer Success to join our EMEA Loyalty team.

As a Manager, Customer Success, you will lead a team of Customer Success Managers (CSMs) encouraging post-sales relationships to enhance product adoption and use, leading to higher retention rates.

The Customer Success Team\’s mission is to ensure that Avalara\’s customers have a positive experience from initial purchase through to renewals. This is measured by net promoter scores, retention rates, and other satisfaction metrics.

This role is a hybrid role with regular visits to our Brighton office. You will report into the Senior Director of EMEA Customer Loyalty.

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What Your Responsibilities Will Be

• Team Leadership and Development: Directly manage Mid-Market and Enterprise CSMs ensuring they have the skills and tools necessary to succeed.
• Customer Advocacy: Develop trusted advisor relationships with partners and our teams, ensuring understanding of customer business strategies and goals.
• Enhance Sales Opportunities: Create and refine processes to identify and maximise upsell and cross-sell opportunities, promoting collaboration between Customer Success and Account Management teams.
• Crisis Management: Manage important situations, collaborating with Avalara team members during escalations until resolution criteria are met.
• Voice of the Customer: Capture and organize customer feedback through surveys, important situations, social media, and advisory boards into improvement projects.
• Subject Matter Expertise: Serve as a subject matter expert for CORE Avalara products within the Customer Excellence group.
• Continuous Improvement: Collaborate with other Avalara teams (Engineering, GoLive, Support, Compliance, SaaS Operations, Development) to enhance the customer journey and prevent recurring issues.
• Refine Team Operations: Develop and implement processes to enhance efficiency and productivity across the team.

What You’ll Need To Be Successful

• Experience: 5+ years experience in Customer Success, including at least 2 years in a Customer Success leadership role.
• Coach the team: Develop your teams to focus on customer advocacy and empathy, experience communicating the value of the product and its features to customers and needs to team members.
• Track record in scaling Customer Success operations in high-growth organisations.
• Experience managing teams of CSMs, including hiring, coaching, and performance management.
• Experience working with multiple teams (sales, product, marketing, support) to align customer success strategies with broader goals.
• Background in SaaS metrics such as churn, customer retention, upsell/cross-sell, NPS (Net Promoter Score), and customer lifetime value (CLTV).
• Problem-Solving: Ability to identify requirements, break these into tasks, and ensure completion.

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 diversit y
Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

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.

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