Job Description

What You'll Do:

Customer Account Manager (Existing Business)

Retain and grow a high-volume portfolio of customers. You'll own renewals, reduce churn, and lead efficient, tech-touch expansion.

Report to:

Manager/Senior Manager, Existing Business Sales


What Your Responsibilities Will Be:

What your responsibilities will be

Oversee renewals and retention

Lead the full renewal cycle (forecasting, negotiation, order forms) to hit

renewal rate, GRR, and churn

targets. + Identify risk (low usage, support signals, billing issues) and run save plays to stabilize at-risk accounts.
+

Achieve efficient growth

Surface and close

upsell and cross-sell

in consideration of customer outcomes.
+ Maintain a high-velocity pipeline and exceed ARR/NRR quotas for your book.
+

Manage a portfolio at scale

Orchestrate

tech-touch motions

to keep customers engaged and realizing value.
+ Prioritize with data: segment book by health, potential, and risk; accomplish standardized strategies by segment.
+

Deliver value and advocacy

Run concise check-ins and periodic business reviews, and next best actions.
+ Capture the

voice of the customer

and partner with Product, Support, and Marketing on fixes and campaigns.
+

Operate as one team

Collaborate with Customer Success, Solutions, and Marketing to ensure smooth onboarding, issue resolution, and scalable enablement.
+ Maintain accurate CRM hygiene, forecasts, and activity logs.




What You'll Need to be Successful:

What success is

Renewal rate/GRR

at or above target;

NRR

growth across your book Reduced logo and revenue

churn

through early risk identification and save plays Improved

product adoption

and feature use in your segment Reliable

forecast accuracy

and, error-free renewals High

customer satisfaction

and reference ability

What you'll bring

SaaS renewals and account management

experience with experience hitting retention and expansion targets.

Negotiation and objection handling

skills with procurement and decision makers.

Data-driven operating rhythm

using CRM (e.g., Salesforce) and sales tooling to prioritize and oversee at scale.

Clear

Experience establishing communication and engagement with prospects.

Process discipline

with comfort.

Collaboration

with Success, Support, Product, and Marketing. 3+ years of experience with customer health scoring, strategy design, and/or the tax compliance domain.

Avalara is an AI-first Company:

AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability.You'll bring experience using AI and AI-related technologies, ready to thrive here. You'll apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers. You'll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.

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.


What You Need To Know About Avalara:

We're defining the relationship between tax and tech.

We've already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real - we're a billion dollar business - and we're not slowing down 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. We've been different from day one. Join us, and your career will be too.

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.