Customer Success Manager

Sovos Compliance•,

18h•Remote

About The Position

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.

Requirements

You've built solid experience in Customer Success, Account Management, or a related role, with demonstrated ability to manage customer portfolios and drive adoption, demonstrating strong organizational and communication skills.
You're comfortable managing a high-volume customer book effectively, following structured processes and playbooks to drive consistent outcomes.
You can independently identify risk, create action plans, and engage stakeholders to drive resolution before renewal windows.
You thrive on operational discipline, maintaining clean documentation and ensuring no gaps in customer coverage.
This position is based in the United States and requires minimal travel (less than 10%) to Sovos locations and events, both domestic and international.
Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire.

Nice To Haves

Experience using CRM and customer success platforms is preferred, with comfort using AI-assisted workflows to enhance productivity and customer insights.

Responsibilities

Manage a portfolio of customers aligned to core segments, with complexity driven by multi-workflow usage, department-level stakeholders, and varied adoption maturity.
Partner with customers to understand their goals, drive adoption of core product capabilities using defined best practices, and support Success Plans and business reviews with standardized templates.
Monitor customer health, engagement, and usage signals, independently identifying and managing risk across your portfolio, including creating and executing Risk Success Plans and driving stabilization actions to resolution.
Maintain consistent customer engagement aligned to defined cadence, ensuring sentiment, blockers, and risks are documented well ahead of renewal windows and providing accurate health inputs to renewal owners.
Capture customer feedback and surface themes to internal teams, partnering cross-functionally with Support, Renewals, Sales, and Professional Services to resolve issues and improve outcomes.
Maintain strong CRM and customer success platform hygiene, ensuring consistent meeting coverage, accurate documentation, and effective prioritization across a high-volume book of business.
Leverage AI tools to improve portfolio management, automate engagement tracking, and surface actionable insights from customer data.