Senior 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 the Senior Customer Success Manager (CSM), you will report to the Manager, Customer Success, and will be responsible for driving product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships. This CSM will be responsible for all aspects of relationship management, adoption, risk mitigation and success planning. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers, resulting in customers for life!

More specifically you will:

• 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.

What We Need From You

• 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 

What Does Sovos Offer You?

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• Flexible Time-Off
• Uncapped Commission Plans
• Comprehensive health, dental and vision benefits
• 401(k) match
• Tuition Reimbursement
• Bi-Weekly Meeting Free Days!
• Globally recognized Training and Development programs

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.

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Last updated on Oct 16, 2024