Customer Account Manager - Versori

Avalara is an AI-first company that specializes in cloud compliance solutions. The Customer Account Manager will be responsible for managing the retention and growth of Versori's contracted customer base in the USA, ensuring customer satisfaction and identifying expansion opportunities.

Responsibilities:

• Lead the post-sale relationship for all contracted USA customers from contract signature onwards
• Run structured quarterly business reviews with customers at or above the $70,000 ACV threshold
• Identify expansion opportunities based on usage data, growth signals and business changes within each account
• Manage all USA contract renewals: forecasting, negotiating and closing renewals at or above current contract value
• Be the primary escalation point for customer health concerns, coordinating with the product and engineering teams on resolution
• Monitoring platform usage data to identify customers approaching usage caps and initiating proactive commercial conversations before automatic overages are triggered
• Build relationships with multiple stakeholders within each customer account to reduce single-contact risk
• Produce monthly account health reports and renewal forecasts for the Head of Sales

Requirements:

• 3 to 6 years of SaaS customer success or account management experience with experience in expansion revenue growth
• Experience managing technical product relationships with IT or engineering buyer personas
• Commercial instinct: able to identify and convert expansion opportunities without being transactional
• Background in integration, API or data platform products
• Manage a portfolio of accounts with varying health, risk and growth profiles simultaneously
• Experience with usage-based billing models and overage conversations
• Run executive-level business reviews with senior technical and commercial partners
• Experience using AI and AI-related technologies