Manager, Customer Success

Hirebridge; Northern (KY); Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Flexible Time Off

401(k) with employee sponsored match

Bi-Weekly Meeting Free Days

Training & Development Programs

Access to cutting edge AI resources

Tuition reimbursement

Time off to Volunteer

Charitable Giving Match

Job summary

Sovos is seeking a Manager, Customer Success to lead a pod of Customer Success Managers and Team Leads, driving performance, health insights, and renewal readiness. The role emphasizes people management, coaching, and consistent execution across the team, with data-driven decision making in Gainsight and Salesforce.

You will partner with cross-functional leaders to reduce churn, improve risk management, and scale customer outcomes for enterprise accounts in a global SaaS environment.

Qualifications

• 7+ years of experience in Customer Success, Account Management, or related SaaS roles.
• Experience as a Senior CSM or Team Lead is required.
• Proven ability to coach others and drive predictable outcomes.

Responsibilities

• Lead and develop a pod of CSMs/Team Leads, ensuring high-quality customer outcomes.
• Ensure adoption of CS standards, playbooks, and operating rhythms.
• Collaborate with Renewals, Sales, and cross-functional teams on renewal readiness and risk management.
• Provide health and risk visibility and actionable coaching to the team.

Skills

Senior CSM / Team Lead experience

Performance management

Coaching & development

Strong communication

CRM proficiency (Gainsight, Salesforce

Tools

Gainsight

Salesforce

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! Don’t worry if you don't check all the boxes – 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

The Manager, Customer Success is responsible for the performance, consistency, and development of a pod of Customer Success Managers and/or Team Leads. This role serves as the primary people‑management and performance‑accountability layer within Customer Success, ensuring that execution standards are met, risks are surfaced early, and customer outcomes are delivered predictably. Managers do not carry a personal book of accounts. Success in this role is measured by team outcomes, including retention performance, risk prevention, execution quality, and talent development—not individual customer ownership. Customer Success does not own commercial renewals. Managers are accountable for ensuring renewal readiness across their teams through accurate health visibility, disciplined risk management, value articulation, and reliable forecasting inputs to renewal owners.

More specifically, you will:

Team Performance & Accountability (Primary Accountability)

• Own the overall performance of assigned CSMs and/or Team Leads, including execution quality, risk discipline, and customer outcomes.
• Ensure consistent adoption of Customer Success standards, playbooks, and operating rhythms across the team.
• Hold Team Leads, where applicable, accountable to frontline leadership expectations (risk coverage, inspections, coaching, and role discipline).
• Identify performance gaps early and drive corrective action before customer or retention impact occurs.
• Maintain aggregate visibility into customer health and risk across the team; ensure risks are identified, documented, and escalated early.
• Review and calibrate Risk Success Plans for quality, ownership, and effectiveness; ensure plans are actively executed.
• Prevent “surprise churn” by enforcing disciplined risk inspection and escalation paths.
• Partner with Renewals, Sales, and cross‑functional leaders by providing reliable renewal readiness inputs (health trends, risk outlook, mitigation progress).

People Management & Coaching

• Serve as the direct people manager for Team Leads and/or CSMs, including goal‑setting, performance feedback, and development planning.
• Conduct regular 1:1s focused on performance, judgment, prioritization, and growth.
• Where applicable, coach Team Leads on how to inspect work, deliver effective feedback, and maintain role discipline—especially for first‑time leaders.
• Drive fair, evidence‑based performance evaluations and promotion readiness aligned to the Customer Success career framework.

Execution Quality & Operational Discipline

• Ensure CRM and Customer Success platform data (e.g., Gainsight) is decision‑grade across the team.
• Partner with CS Operations to improve workflows, dashboards, and signals that enable proactive risk detection and consistent execution.
• Reduce execution variance across the team by reinforcing “what good looks like” and addressing gaps quickly.

Talent Development & Team Health

• Identify and develop high‑potential talent; create growth paths for CSMs, Senior/Strategic CSMs, and Team Leads.
• Actively participate in promotion calibration and succession planning.
• Foster a culture of accountability, learning, and consistency—where standards are clear and coaching is expected.

What We Need From You

• 7+ years of experience in Customer Success, Account Management, or related SaaS roles.
• Prior experience as a Senior CSM, Strategic CSM, Team Lead, or equivalent role.
• Demonstrated ability to manage performance, coach others, and drive consistent execution.
• Strong understanding of customer health, risk management, success planning, and renewal readiness.
• Experience using Customer Success platforms and CRM systems (e.g., Gainsight, Salesforce).
• Strong communication, judgment, and decision‑making skills.
• Experience supporting enterprise and/or complex customer environments preferred.
• Tax/compliance or regulated‑industry experience is a plus.
• Proficiency in Spanish and/or Portuguese is a plus.

Environmental Job Requirements and Working Conditions

Position requires minimal (less than 25%) travel required both domestic and international to Sovos locations and events

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
• 401(k) with employee sponsored match
• Bi-Weekly Meeting Free Days
• Globally Recognized Training & Development Programs
• Access to cutting edge AI resources
• Tuition reimbursement, Time off to Volunteer, Charitable Giving Match, and more!
  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 http://www.sovos.com and follow us on LinkedIn and Twitter.
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