Summary
Overview
Work History
Skills
Timeline
Generic
Jared Ines

Jared Ines

Raleigh

Summary

10+ years in B2B SaaS Customer Success and Account Management professional. Proven record of driving client outcomes, managing escalations, and leading cross-functional collaboration across IT, Finance, Sales, Engineering, and Compliance. Skilled in SaaS platforms, technical troubleshooting, client presentations, training, and negotiations. Recognized for accountability, solution-oriented mindset, and team mentorship.

Overview

10
10
years of professional experience

Work History

Customer Success Manager Mid-Market

Avalara Inc.
08.2023 - 07.2025
  • - Manage a team portfolio of clients, ensuring satisfaction, adoption, and retention through data-driven proactive engagement
  • - Utilize Gainsight to manage tasks, track customer health, and trigger outreach campaigns
  • - Develop and present strategic success plans tailored to client goals using PowerPoint and CRM data
  • - Act as team-appointed Subject Matter Expert; assist peers across internal Slack channels and knowledge sharing sessions
  • - Handle escalations with composure, guiding clients from dissatisfaction to successful resolution
  • - Foster internal and client-facing accountability by setting clear expectations and measurable outcomes

Customer Success Manager SMB – Founding Member

Avalara Inc.
09.2019 - 08.2023
  • - Founded Avalara’s Customer Success team; helped design team strategy, process, and documentation
  • - Onboarded and Trained colleagues
  • - Managed a high-volume portfolio: 8,600+ accounts and $9.3M in recurring revenue
  • - Led customer onboarding, adoption, and expansion efforts through both reactive and proactive strategies
  • - Delivered tailored demos and value presentations to drive product usage and retention
  • - Acted as primary escalation point for complex client issues, resolving them with professionalism and empathy
  • - Generated ~$1m in booked revenue through renewal and expansion efforts
  • - Consistently exceeded performance metrics (Cases Closed: 5,428; Opportunities Created: 1,322)
  • - Awarded “Mentor of the Quarter” (Q3 2021) by peer vote for training and coaching contributions

Account Development Representative

Avalara Inc.
03.2019 - 09.2019
  • - Prospected new business opportunities while re-engaging dormant leads for requalification
  • - Partnered with Sales Managers to generate pipeline and help advance deals through their sales funnel
  • - Promoted to ADR II within 3 months for exceeding KPIs

Sales Development Representative

Avalara Inc.
09.2017 - 03.2019
  • - 1,074 Sales Opportunities generated
  • - Promoted to SDR II & SDR III based on consistently overachieving KPI’s

Product Support Specialist

Avalara Inc.
09.2016 - 09.2017
  • - Inbound phone & e-mail technical support of all company products at the time
  • - Case management

IT Intern

Avalara Inc.
04.2015 - 09.2016
  • - Specialized in Cisco VoIP
  • - Active directory management, hardware and software desk support.

Skills

  • Account Management
  • Client relations
  • Sales proficiency
  • Business development
  • Negotiation
  • Inter-department collaboration
  • Decision-making
  • Customer retention & renewals
  • Revenue growth strategy
  • Strategic Prioritization
  • Team mentorship & Development

Timeline

Customer Success Manager Mid-Market

Avalara Inc.
08.2023 - 07.2025

Customer Success Manager SMB – Founding Member

Avalara Inc.
09.2019 - 08.2023

Account Development Representative

Avalara Inc.
03.2019 - 09.2019

Sales Development Representative

Avalara Inc.
09.2017 - 03.2019

Product Support Specialist

Avalara Inc.
09.2016 - 09.2017

IT Intern

Avalara Inc.
04.2015 - 09.2016

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Jared Ines