Customer Success Manager

What You’ll Do

Do you want to kick off an exciting career with a fast-growing cloud technology business in a high-growth area? Avalara is growing the International Customer Success Management team to support our customers. You will ensure customer satisfaction, health and driving value to our customers. The main purpose of the Customer Success Manager (CSM) is to retain Avalara’s current business, find and address risks, and help grow important customers.

This role is hybrid and you will visit the office 1-2 times per week. You will report into Customer Success Team Lead.

What You’ll Do:

• Walk customers through the features of the product or service, connecting those features directly with customers’ desired outcomes
• Be a point of escalation for customer issues, responding promptly, and engaging teams and leaders
• Ensure proactive customer engagement reducing unnecessary escalation and issues.
• Manage at risk customers and develop get well plans to prevent churn.
• Lead periodic check-ins and Business Reviews with key customers to ensure they are receiving the most value from Avalara’s products and services
• Work closely with Account Managers to guide customer renewals
• Look for opportunities to bridge customer desired outcomes and pain points to additional products/services offered by the organisation
• Customer liaison to coordinate with Customer Education, Product, and Marketing Teams
• Be the internal advocate for the customer within Avalara, developing stakeholder network within the customer account and nurturing them to advocacy.

What You’ll Need to be Successful

• 3+ years of experience as a Customer Success Manager at Strategic/Mid-Market level
• Experience working with 400+ customers with ARR above $50K
• Make sense of complex, high quantity, and sometimes contradictory information to identify solutions with limited change.
• Experience communicating the value of the product and its features to customers (verbal, written, video, in person)
• Deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Experience planning, overseeing activities to meet our goals and customers’ desired outcomes.
• Experience in assisting multiple customers simultaneously and managing a book of business of 400+ customers.
• Achieves results, even under challenging circumstances and with competing priorities
• Enthusiasm for customer success and excellence especially within the SaaS space
• Experience with enterprise platforms such as ERP, CRM, ECommerce, POS, OMS, etc.
• Salesforce and Gainsight experience
• GST, VAT and Indirect Tax experience is preferred, and not essential

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