Customer Success Manager

Hirebridge; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

AI Tools & Technology

Continuous Learning & Development

Global Employee Recognition Platform

Global Parental Leave Policy

Flexible Time-Off

Health, Dental, Vision Insurance

401(k) with company match

HSA with Sovos match

Tuition Reimbursement

Volunteer Time Off & Charitable Giving

Job summary

Sovos is seeking a Customer Success Manager to partner with ecommerce customers, drive product adoption, protect retention, and ensure customers achieve their outcomes. You will own a dynamic portfolio, execute success motions, and proactively identify risks before renewal.

This role emphasizes engagement, operational rigor, and measurable customer value. You will monitor health signals, collaborate across teams, and leverage AI tools to drive insights, with a focus on high-volume success

Qualifications

• Experience in Customer Success, Account Management, or related roles managing customer portfolios and driving adoption.
• Ability to manage a high-volume book of business with structured processes and playbooks.
• Experience using CRM and customer success platforms; comfortable with AI-assisted workflows.

Responsibilities

• Manage a portfolio of customers aligned to core segments with varied adoption maturity and multi-workflow usage.
• Partner with customers to understand goals, drive adoption of core product capabilities, and support Success Plans and business reviews.
• Monitor customer health and usage signals; identify and manage risk; create Risk Success Plans and stabilization actions.
• Maintain consistent customer engagement and accurate health inputs to renewal owners.
• Capture feedback and surface themes to internal teams; collaborate with Support, Renewals, Sales, and Professional Services to improve outcomes.
• Maintain CRM hygiene and documentation; ensure meeting coverage and prioritization across a high-volume book of business.
• Leverage AI tools to improve portfolio management, engagement tracking, and surface actionable insights.

Skills

Customer Success

Account Management

Portfolio management

Communication skills

Adoption & enablement

Tools

CRM platforms

AI-assisted workflows

Job description

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 Role

At Sovos, we’re looking for a Customer Success Manager to partner with our eCommerce customers, driving product adoption, protecting retention, and ensuring customers achieve their intended outcomes. You’ll own a dynamic portfolio, executing proven success motions while identifying and resolving risk before it impacts renewal. This role is all about proactive engagement, operational rigor, and delivering measurable customer value.

More specifically, you will:

• Manage a portfolio of customers aligned to core segments, with complexity driven by multi-workflow usage, department-level stakeholders, and varied adoption maturity.
• Partner with customers to understand their goals, drive adoption of core product capabilities using defined best practices, and support Success Plans and business reviews with standardized templates.
• Monitor customer health, engagement, and usage signals, independently identifying and managing risk across your portfolio, including creating and executing Risk Success Plans and driving stabilization actions to resolution.
• Maintain consistent customer engagement aligned to defined cadence, ensuring sentiment, blockers, and risks are documented well ahead of renewal windows and providing accurate health inputs to renewal owners.
• Capture customer feedback and surface themes to internal teams, partnering cross-functionally with Support, Renewals, Sales, and Professional Services to resolve issues and improve outcomes.
• Maintain strong CRM and customer success platform hygiene, ensuring consistent meeting coverage, accurate documentation, and effective prioritization across a high-volume book of business.
• Leverage AI tools to improve portfolio management, automate engagement tracking, and surface actionable insights from customer data.

What You Bring to Sovos

• You’ve built solid experience in Customer Success, Account Management, or a related role, with demonstrated ability to manage customer portfolios and drive adoption, demonstrating strong organizational and communication skills.
• You’re comfortable managing a high-volume customer book effectively, following structured processes and playbooks to drive consistent outcomes.
• Experience using CRM and customer success platforms is preferred, with comfort using AI-assisted workflows to enhance productivity and customer insights.
• You can independently identify risk, create action plans, and engage stakeholders to drive resolution before renewal windows.
• You thrive on operational discipline, maintaining clean documentation and ensuring no gaps in customer coverage.
• This position is based in the United States and requires minimal travel (less than 10%) to Sovos locations and events, both domestic and international.
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire.

The Process

We believe in a transparent and comprehensive hiring process. Here’s what you might expect:

1

Pre-Employment Assessment

Regionally specific assessments we use to mitigate bias and give every applicant a fair shot.

2

Video Interview

A chance to meet as many qualified applicants as possible and get to know you beyond your resume.

3

Meeting with a Recruiter

A conversation to talk through the role, your experience, and your goals.

4

Live Interviews with the Hiring Team

Meet the people you’ll work with and dig into the day-to-day of the role.

Life at Sovos

The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Global Employee Recognition Platform and Programs
• Global Parental Leave Policy
• Flexible Time-Off
• Comprehensive Health, Dental and Vision Insurance
• 401(k) with company match
• HSA with Sovos match
• Tuition Reimbursement
• Volunteer Time Off and Charitable Giving Match

Equal Opportunity EmployerSovos 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 www.sovos.com and follow us on LinkedIn and Twitter .