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: Manager/Senior Manager, Existing Business Sales

What you'll do

• Own renewals & retention

Own the full renewal cycle (forecasting, negotiation, order forms) to hit renewal rate, GRR, and churn targets.

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

• Drive efficient growth

Surface and close upsell and cross-sell aligned to customer outcomes.

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

• Manage a portfolio at scale

Orchestrate tech-touch motions to keep customers engaged and realizing value.

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.

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

• 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 communicationstrong 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 improvesharing 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.