A Avalara passa a oferecer uma plataforma nas nuvens de software e serviços profissionais para melhorar a governança, minimizar o risco fiscal, automatizar as operações fiscais e garantir o cumprimento correto das obrigatoriedades no Brasil. Seu portifólio une soluções para cálculo transacional de impostos, geração de documentos eletrônicos, conteúdo fiscal, auditoria, monitoramento e conformidade de obrigações fiscais acessórias, intercâmbio eletrônico de dados (EDI), ferramentas de verificação na comunicação eletrônica às autoridades fiscais brasileiras (SPED) e business process outsourcing (BPO), sendo o primeiro provedor completo de soluções para gestão fiscal no modelo SaaS (Software as a Service) e que cobre todos os requisitos de conformidade de impostos no Brasil.
Avalara Brasil

Customer Success Manager

Cidade: São Paulo, SP


Give the Avalara’s business model, and despite being a new area in Avalara Brazil, the Customer Success is considered fundamental to our business.

A Customer Success Manager will be responsible for developing customer relationships that promote adoption, retention, engagement and loyalty. Their job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Customer Success Manager must:

Drive Customer Success Outcomes

  • Increase renewal rates and reduce churn in mid/long term

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

  • Drive new business growth through greater advocacy and reference-ability

Define and Optimize Customer Lifecycle

  • Map customer journey

  • Develop listening points in journey (e.g., usage, satisfaction, etc.)

  • Standardize interventions for each point in journey

  • Define segmentation of customer base and varying strategies

  • Identify opportunities for continuous improvement

  • Learn from best practices in industry

Manage Customer Success Activities

  • Onboarding

  • Training

  • Customer Success Management

  • Advocacy

Measure Effectiveness of Customer Success

  • Define operational metrics for team

  • Establish system for tracking metrics

  • Create cadence for review within team

  • Expose subset of metrics to executive team and company

Lead World-class Customer Success Team

  • Attract high potential individual contributors into team

  • Foster collaboration within team and across customer lifecycle

  • Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology

  • Support systems

  • CRM software

  • Reference and advocacy solutions

  • Customer Success Management platform implementation

Inspire Customer Success Across Company

  • Create company-wide culture of Customer Success

  • Align with Marketing around marketing to existing clients

  • Align with Product around driving product roadmap

  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus

  • Align with Finance around measurement and forecasting

  • Align with Executive Team around key metrics and objectives

  • Drive company-wide definition of ideal customer

  • Create company-wide customer feedback loop

Required Experience/Skills:

  • +3 years experience in leading post-sales and/or support and/or implementation teams
  • Ability to manage influence through persuasion, relationship, negotiation and consensus building
  • Strong empathy for customers and passion for making customer successful
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication skills
  • Advanced to fluent English (Spanish is a plus)


Tipo de Contratação