Customer Success Manager

Build your future with Sovos. If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape. At Sovos, we’re dedicated to more than just solving compliance challenges we’re committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities. 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. Excited about the possibilities? So are we Don’t worry if you don’t check all the boxes apply anyway We’re focused on hiring the right people, not just the "right" resume. It’s not about what you’ve done elsewhere; it’s all about what you’re capable of doing here. The Work You’ll Do As a Customer Success Manager reporting to the Director of Customer Success, you’ll play a pivotal role in driving product adoption, safeguarding retention, and unlocking growth opportunities for our customers. Your mission is to deliver measurable business value whilst building trusted, lasting relationships that position Sovos as an indispensable partner in their compliance journey. You’ll be the strategic connector between customer needs and our innovative solutions—anticipating challenges, eliminating obstacles, and ensuring every customer realizes the full potential of their investment in Sovos. More specifically, you will: Champion customer success by acting as their advocate within Sovos, ensuring their voice shapes our approach and priorities Build and nurture trusted relationships with key stakeholders and executive sponsors, becoming their go-to partner for strategic guidance Drive meaningful product adoption and promote feature utilization that translates directly into business value and operational efficiency Deliver insightful quarterly business reviews that showcase performance metrics, demonstrate ROI, and align on future goals Proactively identify and mitigate churn risks through continuous account engagement, health monitoring, and early intervention strategies Lead comprehensive customer success planning across the entire lifecycle—from onboarding through renewal and expansion Monitor feature usage patterns and drive awareness of new functionalities that enhance customer outcomes Analyze adoption trends and customer behavior to deliver tailored recommendations and proactive support Conduct regular health checks and develop targeted risk mitigation plans to ensure long-term customer satisfaction Capture valuable customer feedback and insights to influence the Sovos product roadmap and drive continuous improvement What We Need From You 2+ years of experience in customer success, account management, or sales within a SaaS or technology-driven organization 1+ years managing enterprise-level accounts with complex stakeholder landscapes Excellent communication skills with the ability to manage challenging situations and drive resolution with professionalism Experience with customer success platforms such as Salesforce, Gainsight, or similar tools Track record of supporting global, multi-product customers across diverse industries Ability to translate complex technical concepts into clear business value for non-technical stakeholders Confidence presenting to senior audiences and facilitating productive strategic discussions Highly organized, proactive mindset with a collaborative approach to problem-solving Bonus : Knowledge of tax compliance, regulatory reporting, or process improvement initiatives What Does Sovos Offer You? The tools to enhance your life - because we want you to enjoy your life outside of work and inside 30 days holiday (plus 8 days BH) Health insurance Dental insurance Life insureance Critical illness insurance Income protection Mental wellbeing support Global Meeting Free Days Award Winning Career Development and Training opportunities, and more Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work. Company Background Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos’ cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes. More than 100,000 customers in 100+ countries including half the Fortune 500 trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http : / / www.sovos.com and follow us on LinkedIn and Twitter. #J-18808-Ljbffr