Senior Strategic Customer Success Manager

Sovos is a global provider of tax compliance and trust solutions that helps businesses navigate complex regulatory requirements. The Senior Strategic Customer Success Manager serves as a trusted post-sale partner for strategic customers, driving business outcomes, product adoption, risk mitigation, renewal readiness, expansion opportunities, and customer advocacy.

Responsibilities:

• Manage a portfolio of strategically significant customers, adapting engagement depth based on complexity and business criticality
• Develop and execute Mutual Success Plans aligned to customer goals and KPIs
• Lead outcome-focused Quarterly and Executive Business Reviews to demonstrate progress and value
• Drive product adoption and ensure customers are informed about new features and best practices
• Identify risks early, create and implement Risk Success Plans, and lead escalations with internal teams
• Partner with renewal owners to provide health trends, risk insights, and stakeholder alignment for renewal readiness
• Coordinate with Sales and Account Management to identify and enable expansion opportunities
• Capture customer feedback, cultivate champions, and support advocacy initiatives

Requirements:

• 7+ years of experience in Customer Success, Account Management, or consultative client services within SaaS or similar industries
• 4+ years supporting enterprise or highly complex customer accounts
• Strong executive communication and facilitation skills
• Proven ability to manage risk, customer health, and value realization
• Experience with Customer Success platforms such as Gainsight and Salesforce
• Ability to collaborate across multiple internal teams and drive cross-functional alignment
• Willingness to travel domestically and internationally up to 25% as required
• Global customer experience and tax/compliance knowledge are a plus