Customer Accounts Manager

As a Customer Account Manager (Existing Business) at Avalara, your primary responsibility will be to retain and grow a high-volume portfolio of customers. You will be owning renewals, reducing churn, and leading efficient, tech-touch expansion strategies. Reporting to the Manager/Senior Manager, Existing Business Sales, you will play a crucial role in driving customer success and advocacy. **Role Overview:** - Own the full renewal cycle including forecasting, negotiation, and order forms to meet renewal rate, GRR, and churn targets. - Proactively identify risks such as low usage, support signals, and billing issues to stabilize at-risk accounts. - Surface and close upsell and cross-sell opportunities aligned with customer outcomes. - Maintain a high-velocity pipeline and meet or exceed ARR/NRR quotas for your book. - Orchestrate tech-touch motions to keep customers engaged and realizing value. - Prioritize customer segments by health, potential, and risk, and execute standardized playbooks accordingly. - Run concise check-ins and periodic business reviews focused on adoption, outcomes, and next best actions. - Collaborate with Customer Success, Solutions, and Marketing teams to ensure smooth onboarding and timely issue resolution. - Maintain accurate CRM hygiene, forecasts, and activity logs. **Qualification Required:** - SaaS renewals & account management experience with a proven track record of hitting retention and expansion targets. - Strong negotiation and objection handling skills. - Proficiency in data-driven operations using CRM tools like Salesforce. - Excellent written, verbal, and presentation skills. - Ability to work effectively in a fast-paced, quota-driven environment. - Experience in cross-functional collaboration with Success, Support, Product, and Marketing teams. - Nice to have: experience with customer health scoring, playbook design, and/or the tax compliance domain. At Avalara, as an AI-first company, you are expected to leverage AI in your daily workflow to prioritize accounts, draft customer communications, summarize signals, and uncover next best actions. Your success will be measured by your ability to experiment, share insights, and continuously improve using AI capabilities to deliver better customer outcomes. Stay curious about new AI advancements and apply them responsibly to enhance customer satisfaction and loyalty.,