Customer Account Manager

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:

What you’ll do

• Own renewals & retention

renewal rate, GRR, and churn

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

• Drive efficient growth

upsell and cross-sell

Maintain a high-velocity pipeline and meet or exceed ARR/NRR quotas for your book.

• Manage a portfolio at scale

tech-touch motions

Prioritize with data: segment book by health, potential, and risk; execute standardized playbooks by segment.

• Deliver value and advocacy

Run concise check-ins and periodic business reviews focused on adoption, outcomes, and next best actions.

voice of the customer

• Operate as one team

Collaborate with Customer Success, Solutions, and Marketing to ensure smooth onboarding, timely issue resolution, and scalable enablement.

Maintain accurate CRM hygiene, forecasts, and activity logs.

What success looks like

• 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 utilization in your segment
• Reliable

  forecast accuracy

  and on-time, error-free renewals
• High

  customer satisfaction

  and reference ability

What you’ll bring

• SaaS renewals & account management

  experience with a track record of hitting retention and expansion targets.

• Negotiation & objection handling

  skills with procurement and decision makers.

• Data-driven operating rhythm

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

• Clear, concise communication

  —strong written, call, and presentation skills.

• Process discipline

  with comfort in a fast-paced, quota-driven environment.

• Cross-functional collaboration

  with Success, Support, Product, and Marketing.

• Nice to have:

  experience with customer health scoring, playbook design, and/or the tax compliance domain.

Avalara is an AI-first company

AI is embedded in our workflows, decisions, and products. Success here means:

• You

  use AI daily

  to prioritize accounts, draft customer comms, summarize signals, and uncover next best actions.
• You

  experiment and improve

  —sharing prompts, automations, and insights that make the team faster and smarter.
• You

  stay curious

  about new AI capabilities and apply them responsibly to deliver better customer outcomes.