Strategic Customer Success Manager

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 Don'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 a Strategic Customer Success Manager , you'll be at the forefront of ensuring our most valuable customers achieve extraordinary results with Sovos solutions. Reporting to the Team Lead of Customer Success, you'll own relationships with 15-20 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 15-20 strategic accounts (approximately $4-5M in revenue), consistently among Sovos's Top 100 customers based on ARR, growth potential, and business importance Serve as a proactive advocate for customers within Sovos, ensuring their objectives are understood and prioritized across internal teams Develop trusted advisor relationships with customer stakeholders and executive sponsors to drive product adoption and ensure full business value realization Expand the breadth and depth of strategic relationships within assigned accounts Help customers quantify and communicate business value through quarterly reporting on penetration, usage, adoption, and ROI Closely monitor accounts to identify and eliminate attrition risk before it materializes Partner with internal Sovos stakeholders to align account activities with each customer's business case and strategic priorities Establish and sustain relationships through the full subscription lifecycle, ensuring ongoing customer success Educate customers on new features, releases, and best practices to maximize their platform investment Monitor adoption and utilization trends, providing data-driven recommendations based on risk assessment and business needs Deliver periodic customer health checks and proactive outreach Identify renewal risks early and collaborate with internal teams to remediate issues and secure successful renewals Capture and convey customer feedback internally to drive continuous improvement of Sovos products and services Leverage AI tools and technologies to enhance customer insights, streamline reporting, and identify opportunities for value creation What We Need From You 5+ years of customer success, account management, or sales experience in SaaS or a similar industry 3+ years of experience working with Enterprise-level accounts Proficiency in English General knowledge of tax reporting and compliance is a plus Excellent communication skills, including issue tracking, triaging, and crisis management Experience with process improvement, decision-making frameworks, and strategic planning Proficiency with CSM technologies such as Salesforce, Gainsight, or similar platforms Ability to efficiently manage multiple customer projects simultaneously Experience supporting global customers across multiple products Strong presentation skills with the ability to deliver informative, well-organized content Ability to communicate technical information to non-technical audiences effectively Skill in conveying difficult or sensitive information with tact and professionalism Demonstrated ability to manage client expectations and deepen relationships over time Comfort working with AI tools to enhance productivity and customer engagement Proficiency in Portuguese is a plus What Does Sovos Offer You? The tools to enhance your life - because we want you to enjoy your life outside of work and inside Flexible Time-Off Meal Vouchers to Assist with Food Expenses Bi-Weekly Meeting Free Days Globally recognized Training and Development programs 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 Sovos 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 1979, 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. #J-18808-Ljbffr