Note: The job is a remote job and is open to candidates in USA. Sovos is a global provider of tax, compliance, and trust solutions and services that enable businesses to navigate an increasingly regulated world. The Manager, Customer Success leads a team of Customer Success Managers and/or Team Leads, overseeing performance, customer health, risk management, renewal readiness, execution quality, coaching, and talent development.
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
- Conduct regular 1:1s focused on performance, judgment, prioritization, and growth
- 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
- Actively participate in promotion calibration and succession planning
- Foster a culture of accountability, learning, and consistency—where standards are clear and coaching is expected
Skills
- 7+ years of experience in Customer Success, Account Management, or related SaaS roles
- Prior experience as a Senior CSM, Strategic CSM, Team Lead, or equivalent role
- Demonstrated ability to manage performance, coach others, and drive consistent execution
- Strong understanding of customer health, risk management, success planning, and renewal readiness
- Experience using Customer Success platforms and CRM systems (e.g., Gainsight, Salesforce)
- Strong communication, judgment, and decision‑making skills
- Position requires minimal (less than 25%) travel required both domestic and international to Sovos locations and events
- Experience supporting enterprise and/or complex customer environments preferred
- Tax/compliance or regulated‑industry experience is a plus
- Proficiency in Spanish and/or Portuguese is a plus
Benefits
- Flexible Time Off
- Comprehensive Health, Dental & Vision Benefits
- 401(k) with employee sponsored match
- Bi-Weekly Meeting Free Days
- Globally Recognized Training & Development Programs
- Access to cutting edge AI resources
- Tuition reimbursement
- Time off to Volunteer
- Charitable Giving Match
Company Overview