Senior Strategic Customer Success Manager

Sovos Compliance•,

3d•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. The Work You'll Do As a Senior Strategic Customer Success Manager, you will serve as the trusted post-sale partner for Sovos’s most important customers, driving measurable business outcomes and maximizing Gross Revenue Retention. You will translate customer goals into actionable plans, orchestrate internal alignment, and lead outcome-based engagements such as Quarterly and Executive Business Reviews. Your focus will be on ensuring customers adopt the right solutions, proactively mitigate risk, and are prepared for renewals through disciplined health management and value demonstration. You will play a pivotal role in building strong executive relationships, identifying growth opportunities, and cultivating customer advocates. More specifically, you will: Manage a portfolio of strategically significant customers, adapting engagement depth based on complexity and business criticality Develop and execute Mutual Success Plans aligned to customer goals and KPIs Lead outcome-focused Quarterly and Executive Business Reviews to demonstrate progress and value Drive product adoption and ensure customers are informed about new features and best practices Identify risks early, create and implement Risk Success Plans, and lead escalations with internal teams Partner with renewal owners to provide health trends, risk insights, and stakeholder alignment for renewal readiness Coordinate with Sales and Account Management to identify and enable expansion opportunities Capture customer feedback, cultivate champions, and support advocacy initiatives

Requirements

7+ years of experience in Customer Success, Account Management, or consultative client services within SaaS or similar industries
4+ years supporting enterprise or highly complex customer accounts
Strong executive communication and facilitation skills
Proven ability to manage risk, customer health, and value realization
Experience with Customer Success platforms such as Gainsight and Salesforce
Ability to collaborate across multiple internal teams and drive cross-functional alignment
Willingness to travel domestically and internationally up to 25% as required

Nice To Haves

Global customer experience and tax/compliance knowledge are a plus

Responsibilities

Manage a portfolio of strategically significant customers, adapting engagement depth based on complexity and business criticality
Develop and execute Mutual Success Plans aligned to customer goals and KPIs
Lead outcome-focused Quarterly and Executive Business Reviews to demonstrate progress and value
Drive product adoption and ensure customers are informed about new features and best practices
Identify risks early, create and implement Risk Success Plans, and lead escalations with internal teams
Partner with renewal owners to provide health trends, risk insights, and stakeholder alignment for renewal readiness
Coordinate with Sales and Account Management to identify and enable expansion opportunities
Capture customer feedback, cultivate champions, and support advocacy initiatives