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.
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