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 we**The Work You'll Do**:As a Customer Success Manager (CSM), reporting to the Manager of Customer Success, you will be responsible for driving product adoption, retention, and growth by delivering high levels of business value and cultivating strong customer relationships. The CSM role encompasses all aspects of relationship management, adoption, risk mitigation, and success planning. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction, fostering long-term partnerships and creating customers for life.- More specifically, you will:_- Act as a proactive advocate for customers within Sovos, aligning account activities with customer goals and driving product adoption to deliver measurable business value.- Build and maintain trusted advisor relationships with customer stakeholders and executive sponsors, fostering deep and strategic connections across organizations.- Monitor customer health through regular check-ins and adoption/utilization trends, providing actionable recommendations and identifying risks to ensure retention and success.- Conduct quarterly business reviews to help customers calculate and demonstrate business value while measuring outcomes like value realization, usage, and adoption.- Educate customers on new features, releases, and best practices to maximize the value of their subscription.- Partner with internal teams to address challenges, resolve issues, and ensure successful renewals and long-term customer satisfaction.- Gather, document, and communicate customer feedback to inform ongoing product and service improvements.- Develop a structured success plan for each customer to sustain strong relationships throughout the subscription lifecycle.**What We Ask From You**:- 3+ years of experience in customer success, account management, or sales, ideally within a SaaS or related industry, including 1+ years with enterprise accounts.- Familiarity with customer success tools like Salesforce or Gainsight, and experience supporting global customers across multiple products.- Strong communication skills, including the ability to explain technical information to non-technical audiences and deliver clear, impactful presentations.- Fluency in Spanish and a high level of English Proficiency is required.- Proficiency in managing multiple customer projects, resolving issues, and aligning internal and external stakeholders.- Experience in areas such as process improvement, decision-making, planning, and analyzing information is advantageous.- Knowledge of tax reporting and compliance is a plus.- Sovos 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 Background