Manager, Customer Success Manager

3 weeks ago

Durham, North Carolina, United States Avalara Full time

What You'll Do

As the Manager of Customer Success Managers in our SAAS business, you will lead a team responsible for ensuring our customers are successful and satisfied with our products. You will work with our sales, implementation, and account management team to ensure our customers are receiving the best possible experience. You will manage customer relationships across our Customer Segment, being the customer advocate, ensuring they are maximizing the value of our product and achieving their goals. The focus is on customer retention, satisfaction and growth. You will report to the Vice President of Customer Success. #LI-Hybrid

What You'll Need to be Successful

  • Lead and manage a team of Customer Success Managers to ensure customer success and satisfaction with our products.
  • Communicate a clear vision, plan and associated goals for success to your management and direct reports.
  • Ensure employee satisfaction and reduce employee churn measured through Gallup process
  • Manage a structured rhythm of business inclusive of planning, processes, tracking and monitoring Customer Success practices
  • Collaborate with sales, implementation, professional services and Account Management teams to ensure the customers' needs are met.
  • Monitor customer health metrics and identify opportunities for growth and expansion.
  • Provide guidance to team members on best practices, product usage, and feature adoption.
  • Handle escalations and work with the relevant teams to ensure resolution.
  • Analyze customer data and feedback to identify trends and areas for improvement.
  • Communicate customer feedback and requirements to product and engineering teams to inform product development and improvement.
  • Provide regular feedback to team members to ensure they are meeting performance goals and achieving personal and team goals.
  • Manage Customer Success Manager process projects for growth of the business.

Team operations:

  • Oversee the customer lifecycle to increase adoption and ensure ongoing client satisfaction and retention
  • At the account portfolio level, ensure proactive renewal motions, and validate get-well plans for at risk customers
  • Analyze and assess important challenges that are putting customer retention at risk
  • Partner with Gainsight project team to ensure design and reporting requirements to operationalize Customer Success Manager requirements
  • Bachelor's degree in business, marketing, or a related field.
  • 6+ years of experience in a customer success or account management role in a SAAS business, with at least 4 years of experience managing a team.
  • Experience communicating the value of the product and its features to customers.
  • Experience using data to identify expansion and upsell opportunities
  • Familiarity with customer success tools such as Salesforce, Gainsight, or similar.

How We'll Take Care of You

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness

Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity

Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

Flexible hybrid working

We support hybrid work and flexible schedules for our employees.

Learn more about our benefits by region here:

About Avalara

We're Avalara. We're defining the relationship between tax and tech.

We've already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.

Last year, we became a billion-dollar business , and our tribe expanded by a cool thousand people - there's nearly 5,000 of us now. Our growth is real, and we're not slowing down - not until we've achieved our mission - to be part of every transaction in the world.

We're bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we've designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.

We've been different from day one. Join us, and your career will be too.

EEO Statement

We're an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company - we don't want people to fit into our culture, but to enrich it. 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. If you require any reasonable adjustments during the recruitment process, please let us know.

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