Senior Customer Success Strategist

3 weeks ago

London, Greater London, United Kingdom Sovos Compliance Full time

Shape Your Future with Sovos Compliance.

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

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

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

Your Role:

As the Senior Customer Success Strategist, you will report to the Customer Success Manager and will be accountable for driving product utilization, customer retention, and growth by delivering substantial business value and fostering strong customer relationships. This role encompasses all facets of relationship management, adoption strategies, risk mitigation, and success planning. You will formulate and implement strategic account plans, conduct business reviews, and enhance overall customer satisfaction, resulting in long-term customer loyalty.

Specifically, you will:

  • Serve as an extension of the customer, proactively advocating within Sovos and the customer to achieve defined goals.
  • Manage a portfolio of 15-20 key customer accounts.
  • Establish a trusted advisor relationship with customer stakeholders and executive sponsors to promote product adoption and ensure they realize the full business value of our solutions.
  • Proactively expand the scope and depth of strategic relationships within assigned accounts.
  • Assist customers in quantifying and realizing business value by conducting quarterly reviews, measuring value, usage, and adoption.
  • Carefully manage and nurture accounts to identify and mitigate attrition risks.
  • Collaborate with internal Sovos teams to align account activities with the customer's strategic objectives.
  • Build and maintain trusted relationships with customers throughout the subscription lifecycle, ensuring their success.
  • Keep customers informed and educated about new features and updates.
  • Monitor and analyze adoption and utilization trends, providing recommendations based on risk and customer needs.
  • Conduct regular customer health assessments.
  • Identify renewal risks and work with internal teams to address and ensure successful renewals.
  • Capture and relay customer feedback internally to facilitate continuous improvement of Sovos products and services.

What We Expect From You:

  • 4+ years of experience in customer success, account management, or sales within SaaS or a related 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 standard development is a plus.
  • Familiarity with CSM technologies like Salesforce and Gainsight, with the ability to manage multiple customer projects concurrently.
  • Experience supporting global clients across various products.
  • Ability to communicate effectively with internal and external stakeholders at all management levels.
  • Skilled in conveying technical information to non-technical audiences.
  • Delivers clear, well-structured presentations.
  • Understands how to tactfully communicate sensitive information.
  • Consistently seeks opportunities to enhance customer satisfaction and strengthen client relationships.
  • Effectively manages client expectations.
  • Proficiency in Spanish and/or Portuguese is an asset.
  • Due to client contractual obligations, the successful candidate will be required to undergo a background check and drug screening upon hiring.

What Sovos Offers You:

The resources to enrich your life – because we believe in work-life balance.

    • An opportunity to collaborate with a global team.
    • Bi-Weekly Meeting-Free Days.
    • Mentorship Programs.
    • Globally recognized Training and Development initiatives.
    • Comprehensive benefits package.

Sovos is an equal opportunity employer dedicated to fostering an environment that values diversity and provides equal employment opportunities to 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 global provider of tax, compliance, and trust solutions that empower businesses to navigate an increasingly regulated world with confidence. Designed for continuous compliance capabilities, our scalable IT-driven solutions meet the challenges of a complex 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 – trusting Sovos for their compliance needs, we process over three billion transactions annually across 19,000 global tax jurisdictions. Supported by a robust partner program with over 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 backed by Hg and TA Associates. For more information, visit our website and follow us on LinkedIn and Twitter.

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