Senior Manager, Customer Success

Sovos Compliance•,

8d•Remote

About The Position

The digitization of tax compliance is fundamentally changing global commerce and how businesses need to operate and grow. Governments now have real-time visibility into business data, creating new challenges and new opportunities for organizations around the world. At Sovos, we're transforming tax compliance from a business requirement into a driver of growth through AI-powered technology that delivers the accurate, real-time insights businesses need to make smarter decisions. We're solving more than today's tax compliance challenges. We're helping reshape global economies by enabling organizations to navigate increasingly complex and rapidly changing regulatory environments with confidence – and helping communities thrive. AI is accelerating what's possible, enabling tax and technology professionals to more effectively inform critical regulatory decisions. That's where Sovos excels, combining intelligent technology with human expertise to help customers stay ahead of change. Don't worry if you don't check every box. We're focused on hiring great people, not perfect resumes. It's less about what you've done elsewhere and more about what you're capable of doing here. At Sovos, we're looking for a Manager, Customer Success to lead and develop a team of Customer Success Managers and Team Leads. In this role, you'll lead performance, ensure consistent execution, and create a culture of accountability while safeguarding customer outcomes and retention readiness. This is a pure people-leadership role focused on team results, not individual account ownership.

Requirements

You've built solid experience in Customer Success, Account Management, or related SaaS roles, with a track record of managing performance, coaching others, and driving consistent execution.
You have prior experience as a Senior CSM, Strategic CSM, Team Lead, or equivalent role, with a strong understanding of customer health, risk management, success planning, and renewal readiness.
You're experienced using Customer Success platforms and CRM systems (e.g., Gainsight, Salesforce) and comfortable with AI-assisted workflows to improve decision-making and team productivity.
You have strong communication, judgment, and decision-making skills, with the ability to hold teams accountable while fostering a culture of learning and consistency.
Position requires minimal (less than 25%) travel, both domestic and international, to Sovos locations and events.
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 supporting enterprise or complex customer environments is preferred; tax, compliance, or regulated-industry experience is a plus.
Proficiency in Spanish or Portuguese is a plus.

Responsibilities

Own the overall performance of your team, including execution quality, risk discipline, and customer outcomes, ensuring consistent adoption of playbooks and operating rhythms.
Maintain visibility into customer health and risk across your team, ensuring risks are identified, documented, escalated early, and backed by high-quality Risk Success Plans that are actively executed.
Partner with Renewals, Sales, and cross-functional teams by providing reliable renewal readiness inputs, including health trends, risk outlook, and mitigation progress, to prevent surprise churn.
Serve as the direct people manager for Team Leads and CSMs, conducting regular 1:1s focused on performance, judgment, prioritization, development planning, and delivering fair, evidence-based evaluations aligned to the Customer Success career framework.
Ensure CRM and Customer Success platform data (e.g., Gainsight) is decision-grade, partnering with CS Operations to improve workflows, dashboards, and signals that enable proactive risk detection and consistent execution.
Identify and develop high-potential talent, create growth paths for CSMs and Team Leads, and actively participate in promotion calibration and succession planning.
Leverage AI tools to surface insights, improve coaching quality, and drive operational efficiency across your team.