Lead Customer Success Manager

3 weeks ago

London, Greater London, United Kingdom Sovos Full time

Shape your career with Sovos.

If you are looking for a role where creativity meets meaningful impact, you have found the right opportunity. As a leading global entity, Sovos is redefining tax compliance from a mere obligation to a catalyst for growth, while transforming how businesses navigate the dynamic regulatory environment.

At Sovos, our commitment extends beyond merely addressing compliance issues – we strive to create a positive and enduring impact in all our endeavors. Our teams are at the forefront of digital innovation, working diligently to tackle intricate business challenges while enriching our communities, both personally and professionally.

Our specialized systems equip you with the necessary tools to excel in a landscape where regulatory bodies demand enhanced transparency, expedited reporting, and greater control over business operations. Enthusiastic about the potential? So are we.

The Role You Will Play:

In the capacity of Senior Customer Success Manager (CSM), you will report directly to the Customer Success Manager and will be tasked with driving product utilization, customer retention, and expansion by delivering substantial business value and fostering robust customer relationships. This role encompasses all facets of relationship management, adoption strategies, risk management, and success planning. You will formulate and implement strategic account initiatives, conduct business evaluations, and enhance overall customer satisfaction, ensuring lifelong partnerships.

Your specific responsibilities will include:

Acting as a proactive advocate for the customer, representing their interests within Sovos to achieve established goals. Managing a portfolio of 15-20 key customer accounts. Cultivating a trusted advisor relationship with customer stakeholders and executive sponsors to promote product adoption and ensure they fully leverage the solution for maximum business value. Actively expanding the scope and depth of strategic relationships within assigned accounts. Assisting customers in quantifying and realizing business value through quarterly reporting, measuring utilization, penetration, and adoption. Diligently managing and nurturing accounts to identify and mitigate attrition risks. Collaborating with internal Sovos teams to align account activities with the customer's strategic objectives. Establishing and maintaining trusted relationships with customers throughout the entire subscription lifecycle, ensuring their success. Keeping customers informed and educated about new features and updates. Monitoring and analyzing adoption and utilization trends, providing recommendations based on identified risks and customer needs. Conducting regular customer health assessments. Identifying renewal risks and working with internal teams to address them, ensuring successful renewals. Capturing and communicating customer feedback internally to facilitate continuous improvement of Sovos products and services.

What We Expect From You:

A minimum of 4 years of experience in customer success, account management, or sales within the SaaS sector or a comparable field. At least 2 years of experience managing enterprise-level accounts. Familiarity with tax reporting and compliance is advantageous. Strong communication skills, including issue tracking, prioritization, and crisis management. Experience in areas such as process enhancement, decision-making, managing workflows, planning, data analysis, and standard development is beneficial. Proficiency with customer success management tools like Salesforce and Gainsight, with the ability to effectively manage multiple customer projects concurrently. Experience supporting global clients across various products. Ability to communicate effectively with both internal and external stakeholders at all management levels. Skill in conveying technical information to non-technical audiences. Capability to deliver informative and well-structured presentations. Understanding of how to communicate sensitive information tactfully. A continuous drive to enhance customer satisfaction and strengthen client relationships. Proficient in managing client expectations. Proficiency in Spanish and/or Portuguese is a plus. Due to client contractual obligations, the successful candidate will be required to undergo a background check and drug screening upon hiring.

What Sovos Provides:

Tools to enrich your life – as we want you to enjoy both your professional and personal life.

An opportunity to collaborate with a global team, including Bi-Weekly Meeting Free Days, Mentorship Programs, and globally recognized Training and Development initiatives.

Sovos is an equal opportunity employer dedicated to fostering an environment that celebrates diversity and ensures equal employment opportunities for all applicants and employees. We do not discriminate based on race, color, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law. At Sovos, we encourage all employees to bring their authentic selves to work.

Company Overview:

Sovos is a worldwide provider of tax, compliance, and trust solutions that empower businesses to navigate an increasingly regulated environment with confidence. Our purpose-built solutions are designed for continuous compliance capabilities, meeting the demands of a complex and evolving global regulatory landscape. Sovos' cloud-based software platform offers unparalleled integration with business applications and government compliance processes.

With over 100,000 customers in more than 100 countries – including half of the Fortune 500 – Sovos is trusted for compliance needs. We process over three billion transactions annually across 19,000 global tax jurisdictions. Supported by a robust partner program of over 400 partners, Sovos offers an unmatched global network for companies across various industries and regions. Founded in 1979, Sovos operates across the Americas and Europe and is owned by Hg and TA Associates. For more information, please visit our website.

  • Customer Success Manager

    10 hours ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    About the Role:We are seeking an experienced Customer Success Manager to join our team at ABR Talent, a specialist recruitment partner supporting start-up and scale-up SaaS businesses. As a Customer Success Manager, you will be responsible for driving customer satisfaction and retention across a portfolio of mid-market and larger level accounts.Key...

  • Customer Success Manager

    7 hours ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    About the Role:We are seeking an experienced Customer Success Manager to join our team at ABR Talent, a specialist recruitment partner supporting start-up and scale-up SaaS businesses. As a Customer Success Manager, you will be responsible for driving customer satisfaction and retention across a portfolio of mid-market and larger level accounts.Key...

  • Customer Success Manager

    3 days ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at ABR Talent, a specialist recruitment partner supporting start-up and scale-up SaaS businesses. As a Customer Success Manager, you will be responsible for driving growth and retention for our clients, working closely with our CSM team to deliver exceptional customer...

  • Customer Success Manager

    2 days ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at ABR Talent, a specialist recruitment partner supporting start-up and scale-up SaaS businesses. As a Customer Success Manager, you will be responsible for driving growth and retention for our clients, working closely with our CSM team to deliver exceptional customer...

  • Customer Success Manager

    6 days ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at ABR Talent, a specialist recruitment partner supporting start-up and scale-up SaaS businesses. As a Customer Success Manager, you will be responsible for managing a portfolio of clients and driving growth through upsell and adoption.Key ResponsibilitiesManage a book of...

  • Customer Success Executive

    5 days ago

    London, Greater London, United Kingdom ACCS - ARES Customer Care Solutions GmbH Full time

    About the RoleWe are seeking a highly motivated and tech-savvy Customer Success/Account Manager to join our growing team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our Customer Success Team, you will be responsible for building and maintaining strong relationships with our clients, identifying opportunities for growth, and delivering...

  • Customer Success Executive

    4 days ago

    London, Greater London, United Kingdom ACCS - ARES Customer Care Solutions GmbH Full time

    About the RoleWe are seeking a highly motivated and tech-savvy Customer Success/Account Manager to join our growing team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our Customer Success Team, you will be responsible for building and maintaining strong relationships with our clients, identifying opportunities for growth, and delivering...

  • Customer Success Lead

    6 hours ago

    London, Greater London, United Kingdom Freshworks Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Success Lead to join our team at Freshworks. As a Customer Success Lead, you will be responsible for owning the customer relationship and ensuring their success with our products.Key ResponsibilitiesDevelop and Execute Account Plans: Work closely with Strategic Account Managers to develop...

  • Customer Success Lead

    3 hours ago

    London, Greater London, United Kingdom Freshworks Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Success Lead to join our team at Freshworks. As a Customer Success Lead, you will be responsible for owning the customer relationship and ensuring their success with our products.Key ResponsibilitiesDevelop and Execute Account Plans: Work closely with Strategic Account Managers to develop...

  • Customer Success Lead

    1 day ago

    London, Greater London, United Kingdom Freshworks Full time

    About the RoleWe are seeking a highly skilled Customer Success Lead to join our team at Freshworks. As a key member of our customer-facing team, you will be responsible for ensuring the success of our customers by delivering exceptional customer experiences.Responsibilities:Customer Success PlanningDevelop and execute customer success plans to ensure...

  • Customer Success Lead

    1 day ago

    London, Greater London, United Kingdom Freshworks Full time

    About the RoleWe are seeking a highly skilled Customer Success Lead to join our team at Freshworks. As a key member of our customer-facing team, you will be responsible for ensuring the success of our customers by delivering exceptional customer experiences.Responsibilities:Customer Success PlanningDevelop and execute customer success plans to ensure...

  • Customer Success Lead

    5 days ago

    London, Greater London, United Kingdom Optimizely Full time

    About the RoleThe Senior Customer Success Manager will be responsible for driving customer success, leading renewals, and creating qualified upsell leads within the assigned client base. This role will require adaptability to changing market and customer demands, as well as the ability to identify new opportunities within the client base and drive increasing...

  • Customer Success Lead

    4 days ago

    London, Greater London, United Kingdom Optimizely Full time

    About the RoleThe Senior Customer Success Manager will be responsible for driving customer success, leading renewals, and creating qualified upsell leads within the assigned client base. This role will require adaptability to changing market and customer demands, as well as the ability to identify new opportunities within the client base and drive increasing...

  • Customer Propositions Lead

    6 days ago

    London, Greater London, United Kingdom Lead Talent Group Limited Full time

    About the RoleWe are seeking a highly skilled Marketing Communications Specialist to join our team at Lead Talent Group Limited. As a key member of our Customer Propositions and Marketing function, you will play a critical role in supporting the strategic and revenue growth priorities of our organization.Key ResponsibilitiesDevelop and Execute Marketing...

  • Customer Success Lead

    6 days ago

    London, Greater London, United Kingdom SERV Recruitment Full time £60,000 - £80,000

    Job Title: Senior Customer Success ManagerAbout the Role:We are seeking a highly skilled Senior Customer Success Manager to join our team at SERV Recruitment. As a Senior Customer Success Manager, you will play a key role in delivering customer outcomes to key clients across EMEA.About the Company:Our client is a global sports technology business that has...

  • Lead Customer Success for UKI

    2 weeks ago

    London, Greater London, United Kingdom Anaplan Full time

    Anaplan is a leading provider of cloud-based planning and forecasting solutions. Our platform empowers businesses to make better decisions by connecting financial, strategic, and operational plans in real time. We are seeking a highly motivated and experienced Customer Success Director for the UKI region to lead our team of Customer Success Business...

  • Customer Success Team Lead

    12 hours ago

    London, Greater London, United Kingdom Similarweb Full time

    About the RoleWe are seeking an experienced Customer Success Team Lead to join our team at Similarweb. As a key member of our Customer Success organization, you will be responsible for leading a team of Customer Success Managers and driving the success of our most strategic clients.Key ResponsibilitiesTeam Leadership: Lead and mentor a team of experienced...

  • Customer Success Team Lead

    9 hours ago

    London, Greater London, United Kingdom Similarweb Full time

    About the RoleWe are seeking an experienced Customer Success Team Lead to join our team at Similarweb. As a key member of our Customer Success organization, you will be responsible for leading a team of Customer Success Managers and driving the success of our most strategic clients.Key ResponsibilitiesTeam Leadership: Lead and mentor a team of experienced...

  • Customer Success Lead

    4 days ago

    London, Greater London, United Kingdom 6sense Full time

    About the Role:Imagine a solution that will predict for your customers (with an 85% accuracy) who is going to buy, what they'll buy and when. As a Senior Customer Success Manager at 6sense, you'll be an instrumental player to our growth as we build upon the success we've had delivering predictions for Fortune 500 customers. We will trust you to own...

  • Customer Success Lead

    6 days ago

    London, Greater London, United Kingdom 6sense Full time

    About the Role:Imagine a solution that will predict for your customers (with an 85% accuracy) who is going to buy, what they'll buy and when. As a Senior Customer Success Manager at 6sense, you'll be an instrumental player to our growth as we build upon the success we've had delivering predictions for Fortune 500 customers. We will trust you to own...