Customer Success Manager R5593

Sales Brighton, United Kingdom


The main purpose of the Customer Success Manager (CSM) is to retain Avalara's current business, identify and mitigate risks, and support growth of key customers. The CSM works proactively with customers to drive value derived from the Avalara's products and services supporting their desired business outcomes. The CSM applies industry and product knowledge, relevant experience, and a deep understanding of their customers to add value and build trusting relationships.

Job Duties:


  • Walk customers through the features of the product or service, connecting those features directly with customers' desired outcomes

  • Serve as a point of escalation for customer issues, responding promptly and appropriately, and engaging cross-functional leaders when appropriate

  • Lead periodic check-ins and Business Reviews with key customers to ensure they are receiving the most value from Avalara's products and services

  • Work closely with Account Managers to drive customer renewals

  • Look for opportunities to bridge customer desired outcomes and pain points to additional products/services offered by the organisation

  • Customer liaison to communicate and coordinate with Customer Education, Product, and Marketing Teams

  • Build effective working relationships within the internal stakeholders, fostering high-quality professional partnerships

  • Qualifications:


  • Typically requires a minimum of 5 years of related experience with a bachelor's degree

  • Ability to build strong relationships internally and with customers to gain confidence, cooperation, and built trust

  • Makes sense of complex, high quantity, and sometimes contradictory information to identify optimal solutions with limited disruption

  • Representation for the organisation. Practices professionalism internally, with customers, and online.

  • Participates in knowledge sharing and collaboration on experience and industry expertise

  • Strong communication skills (verbal, written, video, in person)

  • Delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

  • Ability to adapt approach and demeanour in real time to match the shifting demands of different situations

  • Independently motivated. Planning, organising, prioritising, and overseeing activities to efficiently meet business objectives and customers' desired outcomes.

  • Experience in assisting multiple customers simultaneously

  • Consistently achieves results, even under challenging circumstances and with competing priorities

  • Recognise clues for additional customer needs to advance organisation's goals

  • About Avalara:

    We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there is an accompanying unique and nuanced tax compliance calculation.

    The logic behind calculating taxes — the rules, rates, and boundaries — is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.

    Avalara works with businesses of all sizes, all over the world — from corner stores to gigantic global retailers — to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone.

    That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Belgium, Brazil, Canada, India, and the U.K.

    Equal Opportunities: 

    Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.

    Reasonable Accommodation:

    Avalara is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can follow this process outlined when applying for a position: Please provide your name and contact information to our recruitment team at [email protected].

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    Avalara is an Equal Opportunity Employer. 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.