Avalara - Manager - Customer Success - US Market

Manager - Customer Success - US Market

Job Description:

Avalara is expanding its Customer Success Management team in India to revolutionize support for our customers through a proactive, digital-driven engagement approach.

We are seeking a motivated and detail-oriented Customer Success Manager to join our Retention Desk team based onsite in Pune. This position will be an integral part of the larger CSM organization, focusing on the maintenance and renewal of customer subscriptions. The successful candidate will play a crucial role in handling renewal-related inquiries, managing billing and usage issues, and ensuring a seamless customer experience throughout the renewal process.

Responsibilities include:

- Address customer inquiries and issues related to renewals, including billing and usage questions.

- Respond to digital led proactive renewal outreach and engage with customers to ensure a smooth and timely renewal process.

- Collaborate with the CAMs and CSMs teams to identify opportunities for subscription challenges or downgrades based on customer needs.

- Initiate cancellation process for cancellation requests from customers.

- Collaborate with internal teams, including CAMs, CSMs, and CX, to address customer needs and challenges effectively.

- Identify key trends and challenges that are impeding customer value and adoption.

Preferred Qualifications:

- Overall, 10 plus years of experience in Customer Success or Renewals role, preferably in a software or subscription-based industry, of which 35 years managing a team of 8-10 Customer Success Managers.

- Managing North America region / managing over 1000 accounts is highly desirable.

- Salesforce and Gainsight experience

- Proven record of meeting performance goals

- Detail-oriented with the ability to manage multiple tasks and priorities.

- Familiarity with CRM tools and customer success platforms.

- Willingness to learn, collaborative, comfortable with ambiguity / changing priorities as part of the

start-up culture, possessing customer centricity.

- Experience collaborating with cross functional teams to support joint outcomes through customer

lifecycles.

- Demonstrated ability to communicate effectively via oral & written formats: PowerPoint, Excel skills are a must especially with multiple stakeholders / personas.