Customer Account Manager

Customer Account Manager (Existing Business)

Retain and grow a high-volume portfolio of customers. Youll own renewals, reduce churn, and lead efficient, tech-touch expansion

.
Report to: Manager/Senior Manager, Existing Business Sal

es
What youll

• do
  Own renewals & reten

tionOwn the full renewal cycle (forecasting, negotiation, order forms) to hit renewal rate, GRR, and churn targ

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

• nts.Drive efficient gr

owthSurface and close upsell and cross-sell aligned to customer outco

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

• ook.Manage a portfolio at s

caleOrchestrate tech-touch motions to keep customers engaged and realizing va

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

• ent.Deliver value and advo
  

cacyRun concise check-ins and periodic business reviews focused on adoption, outcomes, and next best acti

ons.Capture the voice of the customer and partner with Product, Support, and Marketing on fixes and campai

• gns.Operate as one

teamCollaborate with Customer Success, Solutions, and Marketing to ensure smooth onboarding, timely issue resolution, and scalable enablem

ent.Maintain accurate CRM hygiene, forecasts, and activity l

ogs.
What success looks

• like
  Renewal rate/GRR at or above target; NRR growth across you
• r bookReduced logo and revenue churn through early risk identification and save
• playsImproved product adoption and feature utilization in your s
• egmentReliable forecast accuracy and on-time, error-free re
• newalsHigh customer satisfaction and reference a

bility
What youl

• l 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 a
• t scale.Clear, concise communicationstrong written, call, and presentation
• skills.Process discipline with comfort in a fast-paced, quota-driven envi
• ronment.Cross-functional collaboration with Success, Support, Product, and Ma
• rketing.Nice to have: experience with customer health scoring, playbook design, and/or the tax compliance

domain.
Avalara is an AI-firs

t companyAI is embedded in our workflows, decisions, and products. Success he

• re means:
  You use AI daily to prioritize accounts, draft customer comms, summarize signals, and uncover next bes
• t actions.You experiment and improvesharing prompts, automations, and insights that make the team faster an
• d smarter.You stay curious about new AI capabilities and apply them responsibly to deliver better customer