Customer Success Systems Manager

Sovos Latinoamérica is a global leader in tax compliance solutions, committed to transforming how businesses navigate regulatory challenges. As a Customer Success Systems Manager, you will drive operational excellence within the Customer Success organization by optimizing systems and processes, ensuring predictable renewals and improved revenue retention.

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

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