Director, Customer Account Management

What You'll Do Avalara is looking for a Director of Customer Account Management, Existing Business Sales. This role is focused on growing and retaining existing customers across the U.S. This leader will be accountable for Net Revenue Retention (NRR), expansion (ARR growth), and customer satisfaction across a large portfolio of mid-market accounts. We are seeking a proven leader with deep experience in account management, complex deal cycles, and strategic revenue growth, with a strong emphasis on customer outcomes. This role will lead a team of Account Managers, set the strategic direction for account plans, and drive executive engagement to expand Avalara's footprint in the account base. This is a hybrid role that must be located in Durham, NC.

What Your Responsibilities Will Be Leadership & Team Development:

Lead, coach, and develop a high-performing team of Account Managers Establish clear performance expectations tied to NRR, expansion, cross-sell and customer satisfaction Build scalable processes, playbooks, and operating rhythms to drive consistency and performance Recruit, onboard, and retain top talent while fostering a culture of accountability and continuous improvement

Customer Relationship Management:

Oversee and deepen strategic relationships across complex organizations, engaging stakeholders from end users to C-level executives Act as an executive sponsor for key accounts, ensuring alignment to customer business objectives and long-term initiatives Guide the team in positioning Avalara as a trusted advisor by delivering measurable business value and outcomes Ensure customers are maximizing their current investments while identifying opportunities for broader adoption of Avalara solutions

Revenue Growth & Forecasting:

Own and exceed team-level ARR growth and Net Revenue Retention targets across the enterprise portfolio Drive rigorous pipeline management, forecasting accuracy, and inspection cadence using CRM tools such as Salesforce Enable the team to identify and execute large-scale cross-sell and upsell opportunities through multi-threaded strategies Partner with Sales Leadership on territory planning, segmentation, and growth strategies

Account Management & Strategic Execution:

Define and standardize best-in-class account planning frameworks aligned to customer goals and Avalara's strategic priorities Oversee execution of complex sales cycles, including executive alignment, negotiations, and deal closure Ensure consistent delivery of executive business reviews, strategic planning sessions, and value-based engagements Drive proactive risk identification and mitigation strategies across the customer base Leverage data and insights to continuously improve customer health, retention, and expansion outcomes

Collaboration:

Partner cross-functionally with Sales, Customer Success, Marketing, Product, and Partner teams to deliver a seamless and strategic customer experience Act as a senior point of coordination and escalation for enterprise accounts Influence product and go-to-market strategy by bringing forward customer insights, trends, and feedback

What You'll Need To Be Successful Qualifications:

10-15+ years of experience in B2B SaaS sales, account management, or customer success, with a focus on enterprise customers 5+ years of leadership experience managing high-performing teams in a quota-carrying environment Proven track record of driving Net Revenue Retention, ARR growth, and customer satisfaction at scale Deep experience managing complex sales cycles with multiple stakeholders and executive engagement Strong command of enterprise sales methodologies, including account planning, pipeline management, and forecasting Experience leading teams managing portfolios of high-value, strategic accounts Data-driven mindset with strong analytical and operational rigor Excellent executive communication, leadership, and cross-functional collaboration skills

Preferred Qualifications:

Experience in fintech, tax, compliance, or adjacent regulated industries Background scaling enterprise post-sale or account management functions in high-growth SaaS environments Familiarity with subscription revenue models and SaaS metrics (NRR, GRR, ARR) Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight, GONG) Avalara is an AI-first Company AI is embedded in our workflows, decision-making, and products. Success here requires embracing AI as an essential capability. You'll bring experience using AI and AI-related technologies, ready to thrive here. You'll apply AI every day to business challenges

• improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.

You'll grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too. How We'll Take Care Of You Total Rewards In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses. Health & Wellness Benefits vary by location but generally include private medical, life, and disability insurance. Inclusive culture and diversit y Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship. What You Need To Know About Avalara We're defining the relationship between tax and tech. We've already built an industry-leading cloud compliance platform, processing over 54 billion customer API calls and over 6.6 million tax returns a year. Our growth is real

• we're a billion dollar business
• and we're not slowing down until we've achieved our mission
• to be part of every transaction in the world.

We're bright, innovative, and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we've designed, that empowers our people to win. We've been different from day one. Join us, and your career will be too. We're An Equal Opportunity Employer Supporting diversity and inclusion is a cornerstone of our company — we don't want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know. Start application → Resources Avalara Culture Read our Privacy Policy Accessibility Statement