Customer Success Manager - Versori

Avalara; Salford; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Bonuses

Paid time off

Paid parental leave

Private medical insurance

Life insurance

Disability insurance

Job summary

Avalara’s Versori is building a Customer Success function from the ground up, and you will be a founding Customer Success Manager owning a portfolio of customers from SaaS platforms to mid‑market and enterprise clients.

You will drive retention, expansion, and value realization while shaping onboarding, engagement, and the operating model as the team scales. Collaborate with Account Managers and cross‑functional teams to deliver measurable outcomes and strong platform adoption.

Qualifications

• Indepth experience as a Customer Success Manager at Mid‑Market or Strategic level.
• Ability to analyse complex information to identify practical solutions in a fast‑moving, technical environment.
• Strong communication skills across multiple formats (verbal, written, video, in‑person).
• Ability to tailor messaging to different stakeholders (Heads of Engineering, IT Directors, 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 in technical SaaS, integration, or developer tooling.
• Familiarity with enterprise systems (ERP, CRM, eCommerce, POS, OMS).
• Experience using Salesforce.
• Familiarity with APIs, OAuth, webhooks, middleware, iPaaS is a plus.

Responsibilities

• Build and maintain proactive engagement across your portfolio to drive retention, workflow adoption, and growth.
• Support high levels of customer retention by identifying integration risks early and executing get well plans.
• Ensure successful onboarding from contract to first live workflow with our Implementation Team.
• Contribute to QBRs focusing on value realization and long‑term partnership growth.
• Act as escalation point for customer issues and coordinate with delivery, engineering, and leadership teams.
• Maintain accurate customer records in Salesforce with health scores and action plans.
• Be the voice of the customer to surface feedback and influence the product roadmap.
• Build strong stakeholder relationships to drive long‑term advocacy and platform stickiness.

Skills

Customer Success Management

Account management

SaaS

Communication

Cross-functional collaboration

Sales collaboration

Tools

Salesforce

Job description

What You'll Do

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 prioritize 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

• 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. 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.