Customer Success Manager (I3)
What You'll Do:
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 Your Responsibilities Will Be:
- 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
- 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 would be beneficial.
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 & WellnessBenefits 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. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.
Learn more about our benefits by region here: Avalara North America
What You Need To Know About Avalara:
We’re Avalara. We’re defining the relationship between tax and tech.
We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year, and this year we became a billion-dollar business. Our growth is real, 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. Ownership and achievement go hand in hand here.We instill passion in our people through the trust we place in them.
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.