Customer Success Manager

Sovos is a global provider of tax, compliance, and trust solutions and services. The Customer Success Manager will partner with eCommerce customers to drive product adoption, protect retention, manage customer health and risk, and ensure customers achieve their intended outcomes.

Responsibilities:

• Manage a portfolio of customers aligned to core segments, with complexity driven by multi-workflow usage, department-level stakeholders, and varied adoption maturity
• Partner with customers to understand their goals, drive adoption of core product capabilities using defined best practices, and support Success Plans and business reviews with standardized templates
• Monitor customer health, engagement, and usage signals, independently identifying and managing risk across your portfolio, including creating and executing Risk Success Plans and driving stabilization actions to resolution
• Maintain consistent customer engagement aligned to defined cadence, ensuring sentiment, blockers, and risks are documented well ahead of renewal windows and providing accurate health inputs to renewal owners
• Capture customer feedback and surface themes to internal teams, partnering cross-functionally with Support, Renewals, Sales, and Professional Services to resolve issues and improve outcomes
• Maintain strong CRM and customer success platform hygiene, ensuring consistent meeting coverage, accurate documentation, and effective prioritization across a high-volume book of business
• Leverage AI tools to improve portfolio management, automate engagement tracking, and surface actionable insights from customer data

Requirements:

• You've built solid experience in Customer Success, Account Management, or a related role, with demonstrated ability to manage customer portfolios and drive adoption, demonstrating strong organizational and communication skills
• You're comfortable managing a high-volume customer book effectively, following structured processes and playbooks to drive consistent outcomes
• You can independently identify risk, create action plans, and engage stakeholders to drive resolution before renewal windows
• You thrive on operational discipline, maintaining clean documentation and ensuring no gaps in customer coverage
• This position is based in the United States and requires minimal travel (less than 10%) to Sovos locations and events, both domestic and international
• Experience using CRM and customer success platforms is preferred, with comfort using AI-assisted workflows to enhance productivity and customer insights