Director, Customer Account Management

Avalara • Durham, NC

4d • Hybrid

About The Position

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.

Requirements

• 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
• Experience using AI and AI-related technologies, ready to thrive here.
• Apply AI every day to business challenges - improving efficiency, contributing solutions, and driving results for your team, our company, and our customers.
• Grow with AI by staying curious about new trends and best practices, and by sharing what you learn so others can benefit too.

Nice To Haves

• 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)

Responsibilities

• 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
• 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
• 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
• 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
• 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

Benefits

• 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 diversity
• 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 This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed