Strategic Customer Success Manager

Build your future with Sovos.If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.At Sovos, we're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are weDon't worry if you don't check all the boxes – apply anyway We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.The Work You'll Do:As aStrategic Customer Success Manager, you'll be at the forefront of ensuring our most valuable customers achieve extraordinary results with Sovos solutions. Reporting to the Director of Customer Success, you'll own relationships with ***** of our top strategic accounts—driving product adoption, mitigating risk, and creating the kind of value that turns customers into lifelong partners.This role is equal parts strategist, advocate, and relationship builder. You'll develop and execute account plans, deliver impactful business reviews, and serve as the trusted advisor who helps customers navigate the complexities of tax compliance while maximizing their investment in Sovos. If you're passionate about customer outcomes and thrive on building deep, lasting partnerships with enterprise organizations, this is your opportunity to make a significant impact on a global scale.More specifically, you will:Manage a portfolio of ***** strategic accounts (approximately $4-5M in revenue), consistently among Sovos's Top 100 customers based on ARR, growth potential, and business importanceServe as a proactive advocate for customers within Sovos, ensuring their objectives are understood and prioritized across internal teamsDevelop trusted advisor relationships with customer stakeholders and executive sponsors to drive product adoption and ensure full business value realizationExpand the breadth and depth of strategic relationships within assigned accountsHelp customers quantify and communicate business value through quarterly reporting on penetration, usage, adoption, and ROIClosely monitor accounts to identify and eliminate attrition risk before it materializesPartner with internal Sovos stakeholders to align account activities with each customer's business case and strategic prioritiesEstablish and sustain relationships through the full subscription lifecycle, ensuring ongoing customer successEducate customers on new features, releases, and best practices to maximize their platform investmentMonitor adoption and utilization trends, providing data-driven recommendations based on risk assessment and business needsDeliver periodic customer health checks and proactive outreachIdentify renewal risks early and collaborate with internal teams to remediate issues and secure successful renewalsCapture and convey customer feedback internally to drive continuous improvement of Sovos products and servicesLeverage AI tools and technologies to enhance customer insights, streamline reporting, and identify opportunities for value creationWhat We Need From You5+ years of customer success, account management, or sales experience in SaaS or a similar industry3+ years of experience working with Enterprise-level accountsGeneral knowledge of tax reporting and compliance is a plusExcellent communication skills, including issue tracking, triaging, and crisis managementExperience with process improvement, decision-making frameworks, and strategic planningProficiency with CSM technologies such as Salesforce, Gainsight, or similar platformsAbility to efficiently manage multiple customer projects simultaneouslyExperience supporting global customers across multiple productsStrong presentation skills with the ability to deliver informative, well-organized contentAbility to communicate technical information to non-technical audiences effectivelySkill in conveying difficult or sensitive information with tact and professionalismDemonstrated ability to manage client expectations and deepen relationships over timeComfort working with AI tools to enhance productivity and customer engagementProficiency in English and/or Portuguese is a plusWhat Does Sovos Offer You?The tools to enhance your life - because we want you to enjoy your life outside of work and insideFlexible Time-OffComprehensive Health BenefitsMeal Vouchers to Assist with Food ExpensesBi-Weekly Meeting Free DaysMentoring ProgramsGlobally recognized Training and Development programsVirtual English Club through Rosetta Stone, and moreSovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work.Company BackgroundSovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes.More than 100,000 customers in 100+ countries – including half the Fortune 500 – trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in ****, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit and follow us on LinkedIn and Twitter.