Customer Success Systems Manager

Sovos Latinoamérica is a global leader in tax compliance solutions, dedicated to transforming the regulatory landscape for businesses. The Customer Success Systems Manager will drive operational excellence and scalability within the Customer Success organization, optimizing systems and processes to enhance revenue retention and provide executive-level insights.

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