Remote Customer Success Manager, Growth & Retention

Avalara, Inc.; Brighton; Remote; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Bonuses

Private medical insurance

Disability insurance

Paid time off

Parental leave

Job summary

Avalara is scaling its International Customer Success team. As a Customer Success Manager (I3), you will own a high-volume portfolio, ensuring customers realise value from Avalara’s solutions while driving retention and growth.

This is a hands-on, outcomes-driven role where success is defined by your ability to proactively engage customers at scale, manage risk effectively, and deliver consistent value across your book of business.

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

High-volume portfolio management

Customer success management

Strong communication

SaaS knowledge

Risk management

Stakeholder management

Tools

Salesforce

Gainsight

Job description

Avalara is scaling its International Customer Success team. As a Customer Success Manager (I3), you will own a high-volume portfolio, ensuring customers realise value from Avalara’s solutions while driving retention and growth.

This is a hands-on, outcomes-driven role where success is defined by your ability to proactively engage customers at scale, manage risk effectively, and deliver consistent value across your book of business.