Senior Product Manager (Customer Experience Europe Compliance Suite) R6575

Product Management | Brighton, United Kingdom,London, England, United Kingdom

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To own the strategy, roadmap, and execution of the product experience across suite of European Compliance products & services. Your mission will be to deliver a unified, integrated customer experience (CX) for all Europe Compliance products that users love, while establishing a product-led growth (PLG) discipline at Avalara.

As the Sr. Product Manager, Customer Experience for our European Compliance suite, you will be responsible for delivering a lovable customer experience, while establishing a product-led growth (PLG) discipline at Avalara by defining the methods, approach, specifications and roadmap for unifying, integrating, and delivering a best-in-class PLG customer experience (CX). You will drive product delivery across a cross-functional team spanning UX, product management, product engineering, global analytics, marketing, sales, customer support, and customer success to enable a PLG lifecycle that spans high velocity customer acquisition, frictionless self-service onboarding, habit forming viral product features, and highly efficient in-product funnel conversion from land to expand to renew.

Job Duties -


  • Set up data analytics and measurement infrastructure ​and establish a data-driven business process to guide PLG strategy and execution. This system yields actionable intelligence that enables rapid experimentation (e.g. A/B testing) of product-led customer acquisition strategies, in-product try/buy/feedback and upgrade/renew experiences, PLG tactics/hacks, and campaigns to maximize conversion throughout the in-product customer journey.

  • Partner closely with UX and engineering to interact directly with customers​, actively conduct continuous discovery and validation, and establish relationships with subject matter experts and influencers to gather critical insights.

  • Apply a data-driven approach to analyze and understand ​the market, customers, and competitors to inform decision-making, glean product insight, prioritize product initiatives, and to define success for the Europe Compliance suite.

  • Create a compelling product vision, define and design​ an effective CX for all Europe Compliance customers.

  • Can evangelize and articulate the product vision and roadmap with execs, sales, customer success, product marketing, and product leadership.

  • Drive product development with an emphasis on experimentation, well-written documentation, and clear communications​, partnering with design teams to deliver customer journey mapping, visioning, leap-of-faith assumptions, value hypotheses, A/B experiments, epics, user stories, designs sketches/wireframes, interaction flows, prototypes, and visuals to enable engineering teams.

  • Deliver an optimized product-led customer journey for trial-to-paid conversion, self-purchase, self-onboard, in-product upsell and renewal. Implement efficient handoffs for product qualified leads to marketing/sales​ while closely tracking conversions.

  • Integrate PQL pipeline generation and product-led deals into regular forecasting cadence on a weekly and quarterly basis.

  • Identify and reduce friction points in each step of the experience to increase speed of conversions, conversion rates, and product-sourced land & expand revenue.

  • Deliver positive/improved NPS scores ​by partnering with product managers, designers, marketing ops, sales ops, technical support, and customer success, to deliver an end-to-end product experience that customers love.

  • Qualifications:


  • Domain Understanding​​: 6-8 years of experience as product manager in B2B tech space for commercially successful B2B products. Demonstrated deep knowledge of UCD, product usage and user metrics. Product management experience with software is a must.

  • Product Management Excellence​​: Managed products for BU/company through the $25-$100M ARR phase. Proven ability to design, develop, and ship B2B SaaS using agile methodologies.

  • Market Listening​ and Knowing the Customer​: 6-8 years of experience partnering closely with UX research teams, customer advisory groups, customer success, and sales teams driving roadmap to achieve adoption, retention, renewal, and new logo sales objectives.

  • Problem Solving:​ Highly data-driven and demonstrated intellectual horse-power, creativity, analytical, curious, technical depth, and user-centered design thinking.

  • Focused and disciplined:​ strong ability to prioritize, organize thoughts and organize the work in a structured and consumable way, strong goal-orientation, selective and doesn't get easily distracted.

  • Data-driven yet biased to action:​ knows where to find and how to use data to inform decision making. Can make decisions with imperfect/missing information, but takes calculated risks based on information he/she does possess. Understands the importance of speed and doesn't get bogged down by ambiguity or analysis paralysis.

  • Strategic: ​Ability to see and plan for mid- and long-term, connecting priorities to the company/product vision and roadmap, and translating that to actions and priorities for product teams.

  • Integrity​​: behaves consistently based on high moral standards, does the right thing, leads with intellectual honesty.

  • Learning mindset​: favors progress over perfection and sets goals to run experiments vs. defining end-state products. Goes to extraordinary lengths to test/learn/pivot or persevere, ​open​ ​to feedback and new ideas, personal improvement, always raising the bar. Can bring the team along and keep teams focused/engaged on the jobs-to-be-done as a result.

  • Strong collaborator:​​ high EQ and sense of empathy. Knows how to disagree-and-commit, can break down organizational barriers.

  • About Avalara:

    We're building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there's an accompanying unique and nuanced tax compliance calculation.

    The logic behind calculating taxes — the rules, rates, and boundaries — is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.

    Avalara works with businesses of all sizes, all over the world — from corner stores to gigantic global retailers — to calculate tax accurately and automatically, at speeds measured in milliseconds. That's a massive technical challenge, in terms of scale, reliability, and complexity, and we do it better than anyone.

    That's why we're growing fast. Headquartered in Seattle, Avalara has offices across the U.S. and around the world, in Belgium, Brazil, Canada, India, and the U.K.

    Equal Opportunities: 

    Avalara is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, colour, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law.

    Reasonable Accommodation:

    Avalara is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can follow this process outlined when applying for a position: Please provide your name and contact information to our recruitment team at recruitmentEMEA@avalara.com

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