Remote CSM - Growth & Retention (SaaS)

Avalara, Inc.; Brighton; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Bonus eligibility

Private medical

Life insurance

Disability insurance

8 employee resource groups

Job summary

Avalara, Inc. is seeking a Customer Success Manager to lead a high-volume portfolio, ensuring customers realise value from Avalara’s solutions while driving retention and identifying growth opportunities.

This remote role involves 1–3 days per quarter in the office and reports to the Customer Success Team Manager. With 3+ years in customer success at Mid-Market or Strategic level, you will proactively engage customers at scale, manage risks, and collaborate with Account Managers and

Qualifications

• 3+ years of experience as a Customer Success Manager at Mid-Market or Strategic level.
• Ability to analyse complex and sometimes conflicting information to identify practical solutions.
• Strong communication skills across multiple formats (verbal, written, video, in-person).
• Ability to tailor messaging to different audiences and stakeholders.
• Experience managing a high-volume book of business.
• Proven ability to prioritise and deliver results in a fast-paced environment.
• Passion for customer success, particularly within SaaS.
• Familiarity with enterprise systems (ERP, CRM, eCommerce, POS, OMS, etc.).
• Experience using Salesforce and Gainsight.
• GST, VAT, or indirect tax knowledge is a plus.

Responsibilities

• Walk customers through product features, clearly connecting capabilities to customer outcomes and business value.
• Build and maintain strong, proactive engagement across your portfolio, ensuring consistent touchpoints and meaningful interactions that drive retention and growth.
• Support high levels of customer retention by identifying 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, setting a strong foundation for long-term value.
• Deliver regular Value Reviews across your book of business, helping customers track progress, realise value, and align on next steps.
• Support and contribute to Quarterly Business Reviews (QBRs) for top accounts, focusing on value realisation and long-term partnership growth.
• Develop and maintain clear Success Plans for key accounts, aligning Avalara solutions to customer goals and measurable outcomes.
• Act as a point of escalation for customer issues, responding promptly and coordinating with internal teams and leadership.
• Maintain accurate and up-to-date customer records, including health scores, risks, and action plans, ensuring strong operational discipline across your accounts.
• Actively participate in team cadences (e.g., lifecycle reviews), contributing insights and maintaining visibility on customer health and risk.
• Partner closely with Account Managers to support renewals and identify expansion opportunities, including generating qualified leads for additional products and services.
• Identify opportunities to align customer needs with additional Avalara products and services to support customer growth.
• Act as the voice of the customer internally, partnering with Product, Marketing, and Customer Education teams.
• Leverage available tools, including AI and automation, to improve efficiency, insights, and the overall customer experience.
• Build strong stakeholder relationships within customer accounts to drive long-term advocacy.
• Continuously develop your skills and knowledge to improve performance and deliver greater customer impact.

Skills

Customer Success

High-volume portfolio

Strong communication

Risk management

Stakeholder alignment

Tools

Salesforce

Gainsight

Job description

Avalara, Inc. is seeking a Customer Success Manager to lead a high-volume portfolio, ensuring customers realise value from Avalara’s solutions while driving retention and identifying growth opportunities.

This remote role involves 1–3 days per quarter in the office and reports to the Customer Success Team Manager. With 3+ years in customer success at Mid-Market or Strategic level, you will proactively engage customers at scale, manage risks, and collaborate with Account Managers and