Customer Account Manager (CAM)

About the role

Avalara is a global leader in tax compliance automation. In this role, you will help customers and internal teams create measurable business value through strong execution, collaboration, and customer focus.

What you will do

• Own relationships with assigned customers and serve as a trusted point of contact throughout the customer lifecycle.
• Build account plans that reflect customer priorities, business outcomes, adoption, relationship health, and growth opportunities.
• Drive renewal readiness in partnership with Renewal Sales Analysts, Customer Success, Finance, and other internal teams.
• Identify and develop upsell, cross-sell, expansion, and multi-year opportunities within existing accounts.
• Understand customer business needs and connect them to the value of Avalara products and services.
• Lead regular account reviews, business conversations, and executive engagements with customer stakeholders.
• Monitor account health, identify risks, manage escalations, and coordinate effective resolution plans.
• Maintain accurate account, opportunity, forecast, and activity information in Salesforce.
• Collaborate with Sales, Solution Consulting, Customer Success, Product, Support, and Professional Services to deliver a consistent customer experience.

What you will bring

• Experience in customer account management, SaaS sales, customer success, renewals, or a related commercial role.
• Demonstrated ability to retain customers and grow existing accounts through consultative selling.
• Strong commercial ownership, including experience with targets, pipeline, forecasting, renewals, and expansion.
• Excellent communication, presentation, negotiation, and relationship-building skills.
• Ability to understand complex business or technology solutions and explain customer value clearly.
• Strong account planning, prioritisation, problem-solving, and stakeholder management skills.
• Comfort working with CRM tools, sales metrics, and cross-functional teams.

Preferred experience

• Experience selling or managing SaaS, tax technology, ERP, finance, or compliance solutions.
• Experience working with enterprise or multi-stakeholder accounts.
• Knowledge of indirect tax, VAT, GST, Sales & Use Tax, or tax automation.

How success will be measured

• Customers have a clear account plan and regular value-focused engagement.
• Renewals are protected through early risk identification and coordinated action.
• Existing accounts grow through relevant, customer-led expansion opportunities.
• Forecasts and CRM data are accurate and reliable.
• Customers view Avalara as a trusted partner for their tax and compliance needs.