Customer Success Systems Manager

Sovos Compliance•,

6d•Hybrid

About The Position

As the Customer Success Systems Manager, you will drive operational excellence and scalability across a 30-person Customer Success organization. You will optimize systems, automation, analytics, and processes to enable predictable renewals, improved Net Revenue Retention (NRR), and executive-level visibility into risk and opportunity. This hands-on role includes direct ownership of Gainsight and CS operational infrastructure, ensuring the team retains revenue efficiently and aligns with strategic business goals. You will deliver actionable insights, streamline workflows, and integrate key systems to empower the Customer Success team to preserve Gross Revenue Retention (GRR) and reduce manual effort.

Requirements

5–8 years of experience in Customer Success, CS Operations, RevOps, or equivalent SaaS operations role
3+ years of hands-on Gainsight experience (architecture, automation, reporting)
Proven ability to operationalize Customer Success and drive process discipline
Strong analytical and systems thinking skills with experience translating data into executive-level insights
Ability to balance strategic design with hands-on execution
Strong working knowledge of Salesforce (reports, dashboards, data hygiene)
Experience with SaaS metrics, cohort analysis, segmentation, and trend analysis
Minimal (less than 25%) travel required, both domestic and international, to Sovos locations and events

Responsibilities

Identify and eliminate workflow inefficiencies to reduce manual, low-leverage work
Standardize playbooks for onboarding, adoption, renewal, risk mitigation, and expansion
Drive proactive execution through automation and triggers across the organization
Implement consistent operating rhythms that scale across customer segments
Own Gainsight architecture, including CTAs, playbooks, rules engine, dashboards, and reporting
Continuously improve health score modeling tied to renewal and churn outcomes
Integrate Gainsight with CRM, Support, Billing, Product, BI systems, and Copilot
Deliver accurate CSM sentiment and renewal forecasting with leadership-ready dashboards