Manager, Customer Success

Sovos is a global provider of tax, compliance, and trust solutions and services that help businesses navigate an increasingly regulated world. The Manager, Customer Success leads a team of Customer Success Managers and/or Team Leads, driving performance, risk management, retention readiness, execution quality, and talent development. The role also ensures reliable customer health data, proactive risk detection, and responsible adoption of AI-enabled workflows.

Responsibilities:

• Own the overall performance of assigned CSMs and/or Team Leads, including execution quality, risk discipline, and customer outcomes
• Ensure consistent adoption of Customer Success standards, playbooks, and operating rhythms across the team
• Hold Team Leads, where applicable, accountable to frontline leadership expectations (risk coverage, inspections, coaching, and role discipline)
• Identify performance gaps early and drive corrective action before customer or retention impact occurs
• Maintain aggregate visibility into customer health and risk across the team; ensure risks are identified, documented, and escalated early
• Review and calibrate Risk Success Plans for quality, ownership, and effectiveness; ensure plans are actively executed
• Prevent “surprise churn” by enforcing disciplined risk inspection and escalation paths
• Partner with Renewals, Sales, and cross-functional leaders by providing reliable renewal readiness inputs (health trends, risk outlook, mitigation progress)
• Serve as the direct people manager for Team Leads and/or CSMs, including goal-setting, performance feedback, and development planning.
• Where applicable, coach Team Leads on how to inspect work, deliver effective feedback, and maintain role discipline—especially for first-time leaders
• Drive fair, evidence-based performance evaluations and promotion readiness aligned to the Customer Success career framework
• Ensure CRM and Customer Success platform data (e.g., Gainsight) is decision-grade across the team
• Partner with CS Operations to improve workflows, dashboards, and signals that enable proactive risk detection and consistent execution
• Reduce execution variance across the team by reinforcing “what good looks like” and addressing gaps quickly
• Identify and develop high-potential talent; create growth paths for CSMs, Senior/Strategic CSMs, and Team Leads
• Travel (less than 25%) travel required both domestic and international to Sovos locations and events
• Utilize technology (e.g., phone systems, computer hardware and software applications) to fulfill work requirements
• Model and champion AI-first ways of working by personally adopting AI tools to enhance decision-making and efficiency; coach team members to integrate AI and automation into their workflows while reinforcing the discipline of auditing AI outputs for accuracy, bias, and business fit, and upholding responsible use standards, including protecting confidential, proprietary, and personally identifiable information in all AI interactions

Requirements:

• • Travel (less than 25%) travel required both domestic and international to Sovos locations and events
• • Utilize technology (e.g., phone systems, computer hardware and software applications) to fulfill work requirements
• • Model and champion AI-first ways of working by personally adopting AI tools to enhance decision-making and efficiency; coach team members to integrate AI and automation into their workflows while reinforcing the discipline of auditing AI outputs for accuracy, bias, and business fit, and upholding responsible use standards, including protecting confidential, proprietary, and personally identifiable information in all AI interactions