eCommerce Customer Success Manager: Drive Adoption & Retention

Sovos; San Miguel de Tucumán; Sur place; ARS 1 004 000 - 1 674 000; Plein temps

Résumé du poste

Sovos seeks a Customer Success Manager (CSM) for eCommerce to drive product adoption, customer satisfaction, and Gross Revenue Retention across a broad portfolio. You will partner with customers to ensure effective use of Sovos solutions, progress toward outcomes, and proactive risk management to protect retention and revenue.

In this role, you will monitor health signals, manage risk, and collaborate with Support, Renewals, Sales, and Professional Services to resolve issues and improve

Qualifications

• 2–4+ years of experience in Customer Success, Account Management, or a related role.
• Strong organizational and communication skills.
• Ability to manage a high‑volume customer book effectively.
• Comfort following structured processes and playbooks.
• Experience using CRM and CS platforms preferred.

Responsabilités

• Manages a portfolio aligned to the core segments. Portfolio size and ARR may vary based on customer complexity, adoption maturity, and engagement cadence; execution expectations—not portfolio scale—define role level.
• Complexity signals include: multi‑workflow usage, department‑level stakeholders, mixed adoption maturity, and ownership of defined success plans with moderate ambiguity.
• Customer Outcomes & Adoption Execution: Partner with customers to understand goals and intended outcomes. Drive adoption of core product capabilities using defined best practices. Support Success Plans and business reviews using standardized templates and guidance.
• Customer Health Monitoring & Risk Escalation: Monitor customer health, engagement, and usage signals. Independently identify and manage risk across the assigned portfolio, including creating and executing Risk Success Plans. Take ownership of at‑risk customers flagged through internal at‑risk queue processes and drive stabilization actions through to resolution, engaging internal stakeholders as needed.
• Lifecycle Engagement & Renewal Readiness Support: Maintain consistent customer engagement aligned to defined cadence. Ensure sentiment, blockers, and risks are documented well ahead of renewal windows. Provide accurate health and engagement inputs to renewal owners.
• Voice of Customer & Cross‑Functional Collaboration: Capture customer feedback and surface themes to internal teams. Partner with Support, Renewals, Sales, and Professional Services to resolve issues and improve customer outcomes.
• Operational Discipline & Book Management: Maintain strong CRM and Gainsight hygiene. Ensure consistent meeting coverage, accurate documentation, and effective prioritization across a high‑volume book of business.

Connaissances

Customer Success

Account Management

CRM platforms

Gainsight

Communication skills

Organizational skills

High-volume book management

Outils

Gainsight

CRM systems

Salesforce

Description du poste

Sovos seeks a Customer Success Manager (CSM) for eCommerce to drive product adoption, customer satisfaction, and Gross Revenue Retention across a broad portfolio. You will partner with customers to ensure effective use of Sovos solutions, progress toward outcomes, and proactive risk management to protect retention and revenue.

In this role, you will monitor health signals, manage risk, and collaborate with Support, Renewals, Sales, and Professional Services to resolve issues and improve