Director of Customer Success - Remote

Overview

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**

In Short

• Lead the Customer Success Team to enhance product adoption and retention.
• Develop trusted advisor relationships with partners and teams.
• Collaborate across departments to create scalable processes.
• Identify and maximize upsell and cross-sell opportunities.
• Manage escalations and important situations effectively.
• Capture customer feedback for continuous improvement.
• Serve as a subject matter expert for CORE Avalara products.
• Streamline team operations for efficiency and productivity.
• Attend ongoing product training to maintain expertise.

Requirements

• 8+ years of experience in Customer Success, with 4 years in leadership.
• Strong project management skills and relationship management.
• Experience in coaching and developing teams.
• Track record in scaling Customer Success operations.
• Experience with cross-functional teams to align strategies.
• Strong background in SaaS metrics and customer retention.
• Problem-solving and data-driven decision-making skills.
• Ability to influence stakeholders effectively.
• Experience in a SaaS or technology organization.

Benefits

• Great compensation package and paid time off.
• Paid parental leave and eligibility for bonuses.
• Health benefits including private medical and life insurance.
• Support for diversity, equity, and inclusion initiatives.