Customer Success Manager — E‑commerce Growth & Renewals

Sovos; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Global Mentoring Program

AI Tools and Technology from Day 1

Continuous Learning and Development

Language Learning Support

Global Employee Recognition Platform/…

Global Parental Leave Policy

Flexible Time-Off

Comprehensive Health, Dental andVision

401(k) with company match

HSA with Sovos match

Tuition Reimbursement

Volunteer Time Off and Charitable …

Job summary

Sovos is seeking a Customer Success Manager to partner with our eCommerce customers, driving product adoption, safeguarding retention, and ensuring customers achieve their intended outcomes. You will own a dynamic portfolio, executing proven success motions while identifying and resolving risk before renewal.

This role emphasizes proactive engagement, operational rigor, and delivering measurable value through strong CRM hygiene and cross-functional collaboration.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer Success

Account Management

CRM proficiency

AI-assisted workflows

Risk management

Tools

CRM software

AI tools

Job description

Sovos is seeking a Customer Success Manager to partner with our eCommerce customers, driving product adoption, safeguarding retention, and ensuring customers achieve their intended outcomes. You will own a dynamic portfolio, executing proven success motions while identifying and resolving risk before renewal.

This role emphasizes proactive engagement, operational rigor, and delivering measurable value through strong CRM hygiene and cross-functional collaboration.