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 a Senior Customer Success Manager (CSM), reporting to the Manager of Customer Success, you will be responsible for driving product adoption, retention, and growth by delivering high levels of business value and cultivating strong customer relationships. The CSM role encompasses 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, fostering long-term partnerships and creating customers for life.

More specifically, you will:

• Act as a proactive advocate for customers within Sovos, aligning account activities with customer goals and driving product adoption to deliver measurable business value.
• Build and maintain trusted advisor relationships with customer stakeholders and executive sponsors, fostering deep and strategic connections across organizations.
• Monitor customer health through regular check-ins and adoption/utilization trends, providing actionable recommendations and identifying risks to ensure retention and success.
• Conduct quarterly business reviews to help customers calculate and demonstrate business value while measuring outcomes like value realization, usage, and adoption.
• Educate customers on new features, releases, and best practices to maximize the value of their subscription.
• Partner with internal teams to address challenges, resolve issues, and ensure successful renewals and long-term customer satisfaction.
• Gather, document, and communicate customer feedback to inform ongoing product and service improvements.
• Develop a structured success plan for each customer to sustain strong relationships throughout the subscription lifecycle.

What We Ask From You:

• 1+ years of experience in customer success, account management, or sales, ideally within a SaaS or related industry, including with enterprise accounts.
• Familiarity with customer success tools like Salesforce or Gainsight, and experience supporting global customers across multiple products.
• Strong communication skills, including the ability to explain technical information to non-technical audiences and deliver clear, impactful presentations.
• Proficiency in managing multiple customer projects, resolving issues, and aligning internal and external stakeholders.
• Experience in areas such as process improvement, decision-making, planning, and analyzing information is advantageous.
• Knowledge of tax reporting and compliance is a plus.
• Fluency in Spanish and/or Portuguese is a plus.
• Due to client contractual obligations; the successful candidate will be asked to clear a background check and drug test upon hire.

What Does Sovos Offer You?

At Sovos, we are committed to offering competitive pay and benefits that reflect both industry and market standards.   

We expect that this role will pay a base salary of $112,000 and be eligible for an additional $28,000 in commission based on individual key performance metrics.  Compensation may vary outside of this range depending on several factors including a candidate’s qualifications, skills, competencies, and experience.  While we are committed to giving an overview of compensation, salary is just one component of our comprehensive Total Rewards package.  We offer a host of additional benefits, including:   

• Flexible Time-Off
• Competitive Salaries with Annual Bonus Eligibility or Uncapped Commission Plans
• Comprehensive Health, Dental, Vision, and Supplemental Accident, Hospital, and Critical Illness Benefits
• Health Savings Account with Annual Employer Seed and Matching Contributions
• Company-Paid Basic Life Insurance, AD&D, and Short-and-Long-Term Disability Insurance
• 401(k) with Employer-Sponsored Match
• Global paid family leave policy
• Globally Recognized Training and Development Programs
• Tuition Reimbursement, Time Off to Volunteer, Charitable Giving Match, 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.

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Last updated on Jan 29, 2025