Customer Success Manager Brighton, East United Kingdom - Sales

Avalara is scaling its International Customer Success team, and this role sits at the centre of that growth. As a Customer Success Manager (I3), you will own a high-volume portfolio of customers, ensuring they realise measurable value from Avalara’s solutions while driving retention and identifying opportunities for 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. 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 growth.

This role is remote, with 1–3 days per quarter in the office, and reports to the Customer Success Team Manager.

#Li-Hybrid

• 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

• 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

AI is…