Strategic Customer Success Lead

6 days ago

London, Greater London, United Kingdom Sovos Full time

About Sovos

Sovos is a global leader in tax compliance and trust solutions, empowering businesses to navigate the complex regulatory landscape with confidence.

Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting, and greater control over business processes.

We're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do.

The Role

We're seeking a Senior Strategic 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 high levels of business value and cultivating deep customer relationships.

Key Responsibilities

  • Act as an extension of the customer, being a proactive advocate within Sovos and the customer to accomplish defined objectives.
  • Manage a book of 15-20 strategic customer accounts.
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they leverage the solution to achieve full business value.
  • Proactively grow the breadth and depth of strategic relationships within assigned customers.
  • Help customers calculate and monetize business value by driving quarterly reporting with customers, measuring business value, penetration, usage, and adoption.
  • Closely manage and nurture accounts to identify and eliminate risk of attrition.
  • Partner with internal Sovos stakeholders to align account activities with the customer's business case and strategy.
  • Establish and sustain trusted relationships with customers through the full life cycle of the subscription, ensuring their success.
  • Ensure customers are aware of and educated on new features and releases.
  • Monitor and identify adoption and utilization trends, providing recommendations based on risk and customers' business needs.
  • Deliver periodic customer health checks.
  • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
  • Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Sovos products and services.

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 skills, including issue tracking, triaging, and crisis management.
  • Experience in any of the following is a plus: process improvement, decision making, managing processes, planning, analyzing information, and developing standards.
  • Experience with CSM technologies such as Salesforce and Gainsight. Ability to efficiently manage multiple customer projects simultaneously.
  • Experience supporting global customers across multiple products.
  • Communicates effectively with internal and external customers and all levels of management.
  • Effectively communicates technical information to non-technical audiences.
  • Delivers informative, well-organized presentations.
  • Understands how to communicate difficult/sensitive information tactfully.
  • Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
  • Manages client expectations effectively.
  • Proficiency in Spanish and/or Portuguese is a plus.
  • Due to client contractual obligations, the successful candidate will be asked to complete a background check and drug test upon hire.

About You

We're looking for a highly motivated and experienced professional who is passionate about delivering exceptional customer success and driving business growth.

As a Senior Strategic Customer Success Manager, you will have a proven track record of success in customer-facing roles, with a strong understanding of the SaaS industry and its challenges.

You will be a strategic thinker, able to develop and execute plans to drive customer adoption and retention, and a strong communicator, able to effectively communicate with customers, stakeholders, and internal teams.

What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

As a member of our team, you will have the opportunity to work with a global organization, collaborating with colleagues from diverse backgrounds and industries.

We're committed to creating a positive and inclusive work environment, where everyone feels valued and supported.

  • Strategic Customer Success Lead

    6 days ago

    London, Greater London, United Kingdom iManage Full time

    About the RoleiManage is seeking a highly skilled and experienced Senior Enterprise Engagement Manager to join our team. As a key member of our customer success organization, you will be responsible for working with our enterprise customer base to ensure they are obtaining maximum value from their subscription.Key ResponsibilitiesDevelop and execute customer...

  • Strategic Customer Success Lead

    7 days ago

    London, Greater London, United Kingdom iManage Full time

    About the RoleiManage is seeking a highly skilled and experienced Senior Enterprise Engagement Manager to join our team. As a key member of our customer success organization, you will be responsible for working with our enterprise customer base to ensure they are obtaining maximum value from their subscription.Key ResponsibilitiesDevelop and execute customer...

  • Strategic Customer Success Leader

    3 weeks ago

    London, Greater London, United Kingdom blueoptima Full time

    About BlueOptima BlueOptima is a leading provider of AI-powered software development solutions. We help organizations optimize their software development processes and improve the quality of their code. Director of Customer Success We are seeking a highly motivated and experienced Director of Customer Success to join our growing team. In this role, you...

  • Strategic Customer Success Manager

    2 days ago

    London, Greater London, United Kingdom Smarsh Full time

    About the RoleWe are seeking a highly skilled and experienced Strategic Customer Success Manager to join our Enterprise Customer Success organization at Smarsh. As a key member of our team, you will be responsible for delivering exceptional customer outcomes to our top enterprise accounts and working closely with Fortune 500 caliber clients across the...

  • Strategic Customer Success Manager

    2 days ago

    London, Greater London, United Kingdom Smarsh Full time

    About the RoleWe are seeking a highly skilled and experienced Strategic Customer Success Manager to join our Enterprise Customer Success organization at Smarsh. As a key member of our team, you will be responsible for delivering exceptional customer outcomes to our top enterprise accounts and working closely with Fortune 500 caliber clients across the...

  • Strategic Customer Success Manager

    6 days ago

    London, Greater London, United Kingdom Miro Group Full time

    About the RoleMiro Group is expanding its Customer Success organization, and we are seeking highly skilled professionals to join our team as a Strategic Customer Success Manager. This role is a key part of our Customer Success team, responsible for ensuring our customers achieve maximum value from our platform.Key ResponsibilitiesManage a portfolio of up to...

  • Strategic Customer Success Manager

    1 week ago

    London, Greater London, United Kingdom Miro Group Full time

    About the RoleMiro Group is expanding its Customer Success organization, and we are seeking highly skilled professionals to join our team as a Strategic Customer Success Manager. This role is a key part of our Customer Success team, responsible for ensuring our customers achieve maximum value from our platform.Key ResponsibilitiesManage a portfolio of up to...

  • Customer Success Manager

    6 days ago

    London, Greater London, United Kingdom Statista Full time

    About StatistaWe're a leading business data platform, empowering people worldwide to make fact-based decisions. Our mission is to provide reliable and easy-to-use data, as well as various data analytics products and services.As a global company with offices in major cities, we're constantly growing and expanding our reach. Our diverse culture values and...

  • Customer Success Manager

    1 week ago

    London, Greater London, United Kingdom Statista Full time

    About StatistaWe're a leading business data platform, empowering people worldwide to make fact-based decisions. Our mission is to provide reliable and easy-to-use data, as well as various data analytics products and services.As a global company with offices in major cities, we're constantly growing and expanding our reach. Our diverse culture values and...

  • Customer Success Executive

    7 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

    6 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 Team Lead

    1 week ago

    London, Greater London, United Kingdom Purlos Full time

    Job OverviewPurlos, a pioneering EdTech company, is seeking an experienced and motivated Customer Success Team Lead to join our growing organisation. The successful candidate will be responsible for leading and developing a team of Customer Success Managers, implementing effective processes, and contributing directly to client success as a player-coach.Key...

  • Customer Success Team Lead

    4 days ago

    London, Greater London, United Kingdom Purlos Full time

    Job OverviewPurlos, a pioneering EdTech company, is seeking an experienced and motivated Customer Success Team Lead to join our growing organisation. The successful candidate will be responsible for leading and developing a team of Customer Success Managers, implementing effective processes, and contributing directly to client success as a player-coach.Key...

  • Customer Success Team Lead

    3 days ago

    London, Greater London, United Kingdom Purlos Full time

    Job OverviewPurlos, a pioneering EdTech company, is seeking an experienced and motivated Customer Success Team Lead to join our growing organisation. The successful candidate will be responsible for leading and developing a team of Customer Success Managers, implementing effective processes, and contributing directly to client success as a player-coach.Key...

  • Portfolio Customer Success Lead

    7 days ago

    London, Greater London, United Kingdom Miro Group Full time

    About the RoleJob Summary: We are seeking an experienced Customer Success Manager to lead our Portfolio Customer Success team in EMEA. As a key member of our Customer Experience organization, you will be responsible for mentoring, developing, and managing a team of Customer Success Managers to drive strategic growth and customer satisfaction.Key...

  • Customer Success Lead

    2 days 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

    2 days 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...

  • Strategic Customer Success Director

    6 days ago

    London, Greater London, United Kingdom SEDNA Systems Pte. Ltd. Full time

    About the Role:Sedna Systems Pte. Ltd. is seeking a seasoned Strategic Customer Success Director to lead and expand our dynamic Customer Success team. The ideal candidate will develop scalable customer success strategies, build strong relationships with both small and medium-sized businesses (SMBs) and large enterprise customers, and foster a positive team...

  • Strategic Customer Success Director

    6 days ago

    London, Greater London, United Kingdom SEDNA Systems Pte. Ltd. Full time

    About the Role:Sedna Systems Pte. Ltd. is seeking a seasoned Strategic Customer Success Director to lead and expand our dynamic Customer Success team. The ideal candidate will develop scalable customer success strategies, build strong relationships with both small and medium-sized businesses (SMBs) and large enterprise customers, and foster a positive team...

  • Lead Customer Success for UKI

    3 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...