Customer Success Manager - Versori

What You’ll Do

Versori, Avalara's AI-agentic integration platform, is building its Customer Success function from the ground up - and this is your opportunity to be part of it from day one. As a founding member of the Versori Customer Success team, you won't just be stepping into an established playbook; you'll be helping to write it. This is a rare chance to shape how we engage, retain, and grow customers at a pivotal moment in Versori's journey, with the autonomy to build and establish the processes, frameworks, and team culture that will scale with the business.

As a Customer Success Manager, you will own a portfolio of Versori customers - from SaaS platforms building native integration catalogues to mid-market and enterprise businesses solving complex integration challenges - ensuring they realize measurable value from the Versori platform while driving retention and identifying opportunities for expansion.

This is a hands‑on, outcomes‑driven role where success is defined by your ability to proactively engage customers at scale, manage integration risk effectively, and deliver consistent value across your business. You will work closely with Account Managers and cross‑functional teams to protect and grow revenue, while building strong customer relationships that drive long‑term loyalty and platform adoption. As the team grows, you will have the opportunity to influence hiring, onboarding, and the operating model that defines Versori's customer success practice.

#LI-Hybrid

• Build and maintain strong, proactive engagement across your portfolio, ensuring consistent touchpoints and meaningful interactions that drive retention, workflow adoption, and growth
• Support high levels of customer retention by identifying integration 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, guiding them from contract signature to their first live workflow, setting a strong foundation for long‑term platform adoption, working closely with our Implementation Team for project milestones
• Support and contribute to Quarterly Business Reviews (QBRs) for top accounts, focusing on value realization - including workflows deployed, execution volumes, tenants onboarded - and long‑term partnership growth
• Act as a point of escalation for customer issues, responding promptly and coordinating with Versori's delivery, engineering, and leadership teams
• Maintain accurate and up‑to‑date customer records in Salesforce, including health scores, integration risks, and action plans, ensuring strong operational discipline across your accounts
• Act as the voice of the customer internally, partnering with Versori's Product, Marketing, and Delivery teams to surface integration feedback and shape the product roadmap
• Build strong stakeholder relationships within customer accounts - particularly with Heads of Engineering, IT leaders, and technical champions - to drive long‑term advocacy and platform stickiness

• Indepth experience as a Customer Success Manager at Mid‑Market or Strategic level, ideally within a technical SaaS or integration platform
• Ability to analyse complex and sometimes conflicting information to identify practical solutions in a fast‑moving, technical environment
• Strong communication skills across multiple formats (verbal, written, video, in‑person), with the ability to translate technical integration concepts into clear business value for both engineering and executive audiences
• Ability to tailor messaging to different stakeholders - from Heads of Engineering and IT Directors to C‑suite sponsors
• Experience managing a high‑volume book of business with discipline and rigor
• Proven ability to prioritize and deliver results in a fast‑paced environment
• Passion for customer success, particularly within technical SaaS, integration, or developer tooling
• Familiarity with enterprise systems (ERP, CRM, eCommerce, POS, OMS, etc.) and how integration complexity impacts go‑live timelines and customer outcomes
• Experience using Salesforce
• Familia…