Director, Customer Success

Job title:

Director, Customer Success

Company

Avalara

Job description

What You’ll Do:Avalara is looking for a Director of Customer Success to join our EMEA Loyalty team.The Customer Success Team’s mission is to ensure that Avalara’s customers have an exceptional experience from initial purchase through to renewals. This is measured by net promoter scores, retention rates, and other satisfaction metrics.As Director, Customer Success, you will lead a team of Customer Success Managers (CSMs) encouraging post-sales relationships to enhance product adoption and use, leading to higher retention rates.This role is a hybrid role with regular visits to our Brighton office. You will report into the Senior Director of EMEA Customer Loyalty.**To qualify for a hybrid contract, candidates are required to live within a 50 mile radius / 90 minute commute of our Brighton office** What Your Responsibilities Will Be:

• Team Leadership and Development: Directly Manager the Customer Success Team Leads ensuring they have the skills and tools necessary to succeed.
• Customer Advocacy: Develop trusted advisor relationships with partners and our teams, ensuring understanding of customer business strategies and goals.
• Collaboration: Break down silos between product, engineering and support organizations through proactive, horizontal collaboration to create scalable and repeatable processes.
• Enhance Sales Opportunities: Create and refine processes to identify and maximise upsell and cross-sell opportunities, promoting collaboration between Customer Success and Account Management teams.
• External Collaboration: Work with partners and technical vendors for cross-vendor technical support and proactive product improvement programs.
• Crisis Management: Manage important situations, collaborating with Avalara team members during escalations until resolution criteria are met.
• Team member Engagement: Work with multiple Avalara departments (product, support, compliance, contracts, accounting, and legal) to resolve issues.
• Voice of the Customer: Capture and organize customer feedback through surveys, important situations, social media, and advisory boards into improvement projects.
• Subject Matter Expertise: Serve as a subject matter expert for CORE Avalara products within the Customer Excellence group.
• Continuous Improvement: Collaborate with other Avalara teams (Engineering, GoLive, Support, Compliance, SaaS Operations, Development) to enhance the customer journey and prevent recurring issues.
• Streamline Team Operations: Develop and implement processes to enhance efficiency and productivity across the team.
• Product Training: Attend ongoing product training to maintain technical expertise.

What You’ll Need to be Successful:

• Experience: 8+ years of related experience in Customer Success, including at least 4 years in a leadership role.
• Project Management: Project management skills, with experience managing relationships with a range of customers, timelines, and clear communications.
• Coaching and developing team: Coach and develop your teams to focus on customer advocacy and empathy, experience communicating the value of the product and its features to customers and needs to team members.
• Track record in scaling Customer Success operations in high-growth, fast-paced environments.
• Experience managing and developing teams of CSMs, including hiring, coaching, and performance management.
• Experience working with cross-functional teams (sales, product, marketing, support) to align customer success strategies with broader business objectives.
• Strong background in SaaS metrics such as churn, customer retention, upsell/cross-sell, NPS (Net Promoter Score), and customer lifetime value (CLTV).
• Problem-Solving: Ability to identify requirements, break these into tasks, and ensure completion.
• Data-driven: you have experience making business decisions based on data
• Leverage Influence Across Stakeholders: Utilise strong influencing skills to effectively engage and align stakeholders from various internal and external functions.
• Experience working in a SaaS or technology organisation.

#LI-LS1#LI-HYBRID How We’ll Take Care of You:Total RewardsIn 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.Learn more about our benefits by region here: What You Need To Know 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.We’re An Equal Opportunity EmployerSupporting 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.

Expected salary

Location

Brighton

Job date

Mon, 10 Feb 2025 07:42:27 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (hiring-jobs.com) you saw this job posting.