Founding Customer Success Manager, AI-First Platform

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

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.