Customer Account Manager - Versori

Avalara APAC is a leading cloud compliance platform company, and they are seeking a Customer Account Manager to own the retention, health, and growth of Versori's contracted customer base in the USA. The role involves managing post-sale relationships, identifying expansion opportunities, and coordinating with various teams to ensure customer satisfaction and account growth.

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