Senior Customer Success Strategist

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 global frontrunner, Sovos is redefining tax compliance from a mere obligation to a catalyst for growth, while innovating how businesses navigate the dynamic regulatory environment.

At Sovos, we are committed to more than just addressing compliance challenges – we strive to create a positive and enduring impact in all our endeavors. Our teams operate at the forefront of digital technology, tackling complex business issues while enhancing our personal, professional, and community lives.

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

The Role You Will Play:

As the Senior Customer Success Manager (CSM), you will report directly to the Customer Success Manager and will be accountable for driving product utilization, customer retention, and growth by delivering significant business value and fostering robust customer relationships. This CSM will oversee all facets of relationship management, adoption, risk mitigation, and success planning. You will formulate and implement strategic account plans, conduct business reviews, and enhance overall customer satisfaction, leading to long-term customer loyalty.

More specifically, your responsibilities will include:

Acting as an extension of the customer, proactively advocating within Sovos and the customer to achieve established goals. Managing a portfolio of 15-20 strategic customer accounts. Cultivating a trusted advisor relationship with customer stakeholders and executive sponsors to drive product utilization and ensure they realize full business value. Proactively expanding the scope and depth of strategic relationships within assigned customers. Assisting customers in quantifying and realizing business value by conducting quarterly reporting, measuring business value, penetration, usage, and adoption. Diligently managing and nurturing accounts to identify and mitigate attrition risks. Collaborating with internal Sovos stakeholders to align account activities with the customer's business objectives and strategy. Establishing and maintaining trusted relationships with customers throughout the entire subscription lifecycle, ensuring their success. Keeping customers informed and educated on new features and releases. Monitoring and identifying trends in adoption and utilization, providing recommendations based on risks and customer business needs. Conducting regular customer health assessments. Identifying renewal risks and working with internal teams to address and ensure successful renewals. Ensuring customer feedback is accurately captured and communicated internally to facilitate ongoing improvements of Sovos products and services.

What We Expect From You:

4+ years of experience in customer success, account management, or sales within the SaaS industry or a comparable field. 2+ years of experience managing enterprise-level accounts. Basic understanding of tax reporting and compliance is advantageous. Exceptional communication skills, including issue tracking, prioritization, and crisis management. Experience in areas such as process enhancement, decision-making, managing workflows, planning, data analysis, and developing standards is a plus. Familiarity with CSM technologies like Salesforce and Gainsight, with the ability to effectively manage multiple customer projects concurrently. Experience supporting global customers across various products. Ability to communicate effectively with internal and external customers and all management levels. Skill in conveying technical information to non-technical audiences. Proficient in delivering informative and well-structured presentations. Capable of communicating sensitive information tactfully. Continuously seeking opportunities to enhance customer satisfaction and strengthen client relationships. Effectively 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 test upon hiring.

What Sovos Offers You:

The resources to enrich your life – because we want you to enjoy your life both outside and inside the workplace.

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

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, all employees are encouraged to bring their authentic selves to work.

Company Overview:

Sovos is a global provider of tax, compliance, and trust solutions and services that empower businesses to navigate an increasingly regulated world with confidence. Designed for continuous compliance capabilities, our scalable IT-driven solutions meet 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.

More than 100,000 customers in over 100 countries – including half of the Fortune 500 – rely on Sovos for their compliance needs. Sovos processes over three billion transactions annually across 19,000 global tax jurisdictions. Supported by a robust partner program of more than 400 partners, Sovos provides 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.

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