Senior Customer Success Manager

Sovos is a global leader in tax compliance solutions, dedicated to transforming tax compliance into a growth opportunity for businesses. The Senior Customer Success Manager will drive product adoption and retention by cultivating relationships with customers, executing strategic account plans, and ensuring high levels of customer satisfaction.

Responsibilities:

• Act as an extension of the customer, being a proactive advocate within Sovos and the customer to accomplish defined objectives
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value
• Proactively grow the breadth and depth of strategic relationships within assigned customers
• Help customers calculate and monetize business value by driving quarterly reporting with customers; measuring business value, penetration, usage, and adoption
• Closely manage and nurture accounts to identify and eliminate risk of attrition
• Partner with internal Sovos stakeholders to align account activities with the customer’s business case and strategy
• Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success
• Ensure customers are aware of and educated on new features and releases
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Deliver periodic customer health-checks
• Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Sovos products and services

Requirements:

• 4+ years of customer success, account management, or sales experience in SaaS or similar industry
• 2+ years of experience working with Enterprise size accounts
• General knowledge of tax reporting and compliance a plus
• Excellent communication skills, including issue tracking, triaging and crisis management
• Experience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards
• Experience with CSM technologies such as Salesforce, Gainsight etc
• Ability to efficiently manage multiple customer projects simultaneously
• Experience supporting global customers across multiple products
• Communicates with internal and external customers and all levels of management
• Effectively communicate technical information to non-technical audiences
• Delivers informative, well-organized presentations
• Understands how to communicate difficult/sensitive information tactfully
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships
• Manages client expectations effectively
• Proficient in Spanish and/or Portuguese a plus