Senior Manager, Customer Success

Sovos Latinoamérica; United States; On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

AI Tools and Technology from Day 1

Global Mentoring Programs

Language Learning Support

Flexible Time-Off

Health, Dental and Vision Insurance

401(k) with company match

Tuition Reimbursement

Job summary

Sovos is seeking a Manager, Customer Success in the United States to lead and develop a team of Customer Success Managers and Team Leads, driving performance and customer outcomes.

In this people-leadership role, you will ensure risk management, renewal readiness, and data-driven coaching using Gainsight and Salesforce, with opportunities to expand talent and impact across enterprise customers in a dynamic tax compliance SaaS environment.

Qualifications

• Experience in Customer Success or SaaS with a track record of managing performance.
• Strong coaching skills and ability to develop tiered career paths for CSMs and Team Leads.
• Familiarity with risk management, renewal readiness, and data-driven decision making.

Responsibilities

• Own team performance, execution quality, risk discipline, and customer outcomes.
• Monitor customer health and risk, backed by Risk Success Plans and proactive actions.
• Partner with Renewals, Sales, and cross-functional teams to ensure renewal readiness and prevent churn.
• Directly manage Team Leads and CSMs with regular 1:1s and fair evaluations.
• Ensure CRM/CS platform data (e.g., Gainsight) is decision-grade and improved through CS Ops.

Skills

Customer Success

Account Management

Team Leadership

SaaS

Coaching

Tools

Gainsight

Salesforce

Job description

SOVOS

Manager, Customer Success

Customer Success/Renewals·Full-Time·United States

Build Your Future With Us

The digitization of tax compliance is fundamentally changing global commerce and how businesses need to operate and grow. Governments now have real-time visibility into business data, creating new challenges and new opportunities for organizations around the world. At Sovos, we're transforming tax compliance from a business requirement into a driver of growth through AI-powered technology that delivers the accurate, real-time insights businesses need to make smarter decisions.

We're solving more than today's tax compliance challenges. We're helping reshape global economies by enabling organizations to navigate increasingly complex and rapidly changing regulatory environments with confidence – and helping communities thrive.

AI is accelerating what's possible, enabling tax and technology professionals to more effectively inform critical regulatory decisions. That's where Sovos excels, combining intelligent technology with human expertise to help customers stay ahead of change.

Don't worry if you don't check every box. We're focused on hiring great people, not perfect resumes. It's less about what you've done elsewhere and more about what you're capable of doing here.

The Role

At Sovos, we're looking for a Manager, Customer Success to lead and develop a team of Customer Success Managers and Team Leads. In this role, you'll lead performance, ensure consistent execution, and create a culture of accountability while safeguarding customer outcomes and retention readiness. This is a pure people-leadership role focused on team results, not individual account ownership.

More Specifically, You Will

• Own the overall performance of your team, including execution quality, risk discipline, and customer outcomes, ensuring consistent adoption of playbooks and operating rhythms.
• Maintain visibility into customer health and risk across your team, ensuring risks are identified, documented, escalated early, and backed by high-quality Risk Success Plans that are actively executed.
• Partner with Renewals, Sales, and cross-functional teams by providing reliable renewal readiness inputs, including health trends, risk outlook, and mitigation progress, to prevent surprise churn.
• Serve as the direct people manager for Team Leads and CSMs, conducting regular 1:1s focused on performance, judgment, prioritization, development planning, and delivering fair, evidence-based evaluations aligned to the Customer Success career framework.
• Ensure CRM and Customer Success platform data (e.g., Gainsight) is decision-grade, partnering with CS Operations to improve workflows, dashboards, and signals that enable proactive risk detection and consistent execution.
• Identify and develop high-potential talent, create growth paths for CSMs and Team Leads, and actively participate in promotion calibration and succession planning.
• Leverage AI tools to surface insights, improve coaching quality, and drive operational efficiency across your team.

What You Bring to Sovos

• You've built solid experience in Customer Success, Account Management, or related SaaS roles, with a track record of managing performance, coaching others, and driving consistent execution.
• You have prior experience as a Senior CSM, Strategic CSM, Team Lead, or equivalent role, with a strong understanding of customer health, risk management, success planning, and renewal readiness.
• You're experienced using Customer Success platforms and CRM systems (e.g., Gainsight, Salesforce) and comfortable with AI-assisted workflows to improve decision-making and team productivity.
• You have strong communication, judgment, and decision‑making skills, with the ability to hold teams accountable while fostering a culture of learning and consistency.
• Experience supporting enterprise or complex customer environments is preferred; tax, compliance, or regulated‑industry experience is a plus.
• Proficiency in Spanish or Portuguese is a plus.
• Position requires minimal (less than 25%) travel, both domestic and international, to Sovos locations and events.
• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire.

Life at Sovos

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

• Global Mentoring Programs
• AI Tools and Technology from Day 1
• Continuous Learning and Development
• Language Learning Support
• 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 Employer

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 transforming tax compliance from a business requirement to a force for growth. Our flagship product, the Sovos Compliance Cloud platform, enables businesses to identify, determine, and report on every tax obligation across the globe. Sovos processes nearly 20 billion transactions per year, helping companies scale their compliance strategy in 150+ countries.

More than 100,000 customers – including half the Fortune 500 – trust Sovos’ tax and regulatory expertise and unparalleled integration with their business applications. Learn more at sovos.com.