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