Founding Customer Success Manager – AI Integrations

Socotra, Inc.; Salford; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Life insurance

Disability insurance

Paid time off

Paid parental leave

Job summary

Avalara is building its Versori Customer Success function from day one. You will own a portfolio of customers, drive retention and expansion, and help shape the operating model as the team grows.

This is a hands‑on, outcomes‑driven role with cross‑functional collaboration across delivery, engineering and leadership teams. As a founder‑level member of the team, you will influence onboarding, risk management, and QBRs for top accounts, while maintaining strong relationships with Heads of

Qualifications

• Indepth experience as a Customer Success Manager at Mid‑Market or Strategic level 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 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 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) and how integration complexity impacts go‑live timelines.
• Experience using Salesforce.
• Familiarity with integration concepts (APIs, OAuth, webhooks, middleware, iPaaS) is a strong plus.

Responsibilities

• Build and maintain strong, proactive engagement across your portfolio, ensuring touchpoints and interactions that drive retention, workflow adoption, and growth.
• Support high levels of customer retention by identifying integration risks early and executing 'get well' strategies to prevent churn.
• Ensure new customers are onboarded successfully, guiding them from contract signature to first live workflow with our Implementation Team.
• Support Quarterly Business Reviews for top accounts, focusing on value realization and long‑term partnership growth.
• Act as a point of escalation for customer issues, coordinating with delivery, engineering, and leadership teams.
• Maintain accurate customer records in Salesforce, including health scores and action plans.
• Be the voice of the customer internally to shape the product roadmap with Product, Marketing, and Delivery teams.
• Build strong stakeholder relationships to drive long‑term advocacy and platform stickiness.

Skills

Customer Success management

Business communication

Account management

Cross-functional collaboration

Risk management

Prioritisation

Customer advocacy

Salesforce experience

APIs / integration concepts

Tools

Salesforce

Job description

Avalara is building its Versori Customer Success function from day one. You will own a portfolio of customers, drive retention and expansion, and help shape the operating model as the team grows.

This is a hands‑on, outcomes‑driven role with cross‑functional collaboration across delivery, engineering and leadership teams. As a founder‑level member of the team, you will influence onboarding, risk management, and QBRs for top accounts, while maintaining strong relationships with Heads of