eCommerce Customer Success Manager - Temporary Contract

Sovos; San Miguel de Tucumán; Presencial; ARS 1.004.000 - 1.674.000; Jornada completa

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Customer Success

Account Management

CRM platforms

Gainsight

Communication skills

Organizational skills

High-volume book management

Herramientas

Gainsight

CRM systems

Salesforce

Descripción del empleo

Position Overview

The Customer Success Manager (CSM) - eCommerce is responsible for driving product adoption, customer satisfaction, and Gross Revenue Retention (GRR) across a broad portfolio of customers. CSMs execute defined success motions, maintain consistent engagement, and identify risk early to protect retention outcomes.

CSMs partner with customers to ensure they are effectively using Sovos solutions, understand available capabilities, and are progressing toward their intended outcomes.

Job Responsibilities

• 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.

What Success Looks Like

• Stable GRR performance across their assigned portfolio

• Consistent customer engagement with minimal gaps in coverage

• Healthy adoption of core product capabilities

• Timely identification and escalation of risk before it impacts retention

• Strong operational discipline, including CRM and Gainsight hygiene

Organizational Alignment

• Reports to the Sales Manager – North America eCommerce.

• This position has no direct reports.

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

Company Background

Sovos was built to solve the complexities of the digital transformation of tax, with complete, connected offerings for tax determination, continuous transaction control compliance, tax reporting and more. The company supports more than 8,000 customers, including half of the Fortune 500, operating in over 70 countries. Its SaaS products and proprietary Sovos S1 Platform integrate with a wide variety of business applications and government compliance processes. Sovos has employees throughout North America, Latin America and Europe, and is owned by Hg and TA Associates. For more information visit www.sovos.com and follow us on LinkedIn and Twitter.