Team Manager, Customer Success

What You’ll Do

Avalara is looking for a Manager, Customer Success to join our EMEA Loyalty team.

As a Manager, Customer Success, you will lead a team of Customer Success Managers (CSMs) encouraging post-sales relationships to enhance product adoption and use, leading to higher retention rates.

The Customer Success Team’s mission is to ensure that Avalara’s customers have a positive experience from initial purchase through to renewals. This is measured by net promoter scores, retention rates, and other satisfaction metrics.

This role is a hybrid role with regular visits to our Brighton office. You will report into the Senior Director of EMEA Customer Loyalty.

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What Your Responsibilities Will Be

• Team Leadership and Development: Directly manage Mid-Market and Enterprise CSMs ensuring they have the skills and tools necessary to succeed.
• Customer Advocacy: Develop trusted advisor relationships with partners and our teams, ensuring understanding of customer business strategies and goals.
• Enhance Sales Opportunities: Create and refine processes to identify and maximise upsell and cross-sell opportunities, promoting collaboration between Customer Success and Account Management teams.
• Crisis Management: Manage important situations, collaborating with Avalara team members during escalations until resolution criteria are met.
• Voice of the Customer: Capture and organize customer feedback through surveys, important situations, social media, and advisory boards into improvement projects.
• Subject Matter Expertise: Serve as a subject matter expert for CORE Avalara products within the Customer Excellence group.
• Continuous Improvement: Collaborate with other Avalara teams (Engineering, GoLive, Support, Compliance, SaaS Operations, Development) to enhance the customer journey and prevent recurring issues.
• Refine Team Operations: Develop and implement processes to enhance efficiency and productivity across the team.

What You’ll Need to be Successful

• Experience: 5+ years experience in Customer Success, including at least 2 years in a Customer Success leadership role.
• Coach the team: Develop your teams to focus on customer advocacy and empathy, experience communicating the value of the product and its features to customers and needs to team members.
• Track record in scaling Customer Success operations in high-growth organisations.
• Experience managing teams of CSMs, including hiring, coaching, and performance management.
• Experience working with multiple teams (sales, product, marketing, support) to align customer success strategies with broader goals.
• Background in SaaS metrics such as churn, customer retention, upsell/cross-sell, NPS (Net Promoter Score), and customer lifetime value (CLTV).
• Problem-Solving: Ability to identify requirements, break these into tasks, and ensure completion.

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