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Senior Customer Success Manager

2 months ago

London, Greater London, United Kingdom Sovos Compliance Full time
About Sovos Compliance

Sovos Compliance is a global leader in tax, compliance, and trust solutions. Our mission is to empower businesses to navigate the complexities of the regulatory landscape with confidence.

Job Summary

We are seeking a highly skilled Senior Customer Success Manager to join our team. As a key member of our customer success organization, you will be responsible for driving product adoption, retention, and growth by delivering exceptional business value and cultivating deep customer relationships.

Key Responsibilities
  • Account Management: Manage a portfolio of 15-20 strategic customer accounts, developing and executing account plans to drive business value and customer satisfaction.
  • Relationship Building: Establish and sustain trusted relationships with customers through the full life cycle of the subscription, ensuring their success and growth.
  • Business Value Delivery: Help customers calculate and monetize business value by driving quarterly reporting, measuring business value, penetration, usage, and adoption.
  • Risk Management: Closely manage and nurture accounts to identify and eliminate risk of attrition, ensuring customer retention and growth.
  • Collaboration: Partner with internal stakeholders to align account activities with customer business cases and strategies.
  • Communication: Communicate effectively with internal and external customers, including executive sponsors, to drive product adoption and ensure customer satisfaction.
Requirements
  • 4+ years of customer success, account management, or sales experience in SaaS or a similar industry.
  • 2+ years of experience working with enterprise-size accounts.
  • General knowledge of tax reporting and compliance is a plus.
  • Excellent communication and interpersonal skills, including issue tracking, triaging, and crisis management.
  • Experience with CSM technologies such as Salesforce and Gainsight, as well as process improvement, decision making, and managing processes.
What We Offer

We offer a dynamic and supportive work environment, with opportunities for growth and development. Our team is passionate about delivering exceptional customer experiences and driving business success.

We are an equal opportunity employer committed to providing an environment that celebrates diversity and promotes inclusion. We welcome applications from talented individuals who share our values and are passionate about making a difference in the world of compliance and tax solutions.