Senior Strategic Customer Success Manager

Hirebridge; Northern (KY); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible Time Off

401(k) with employee sponsored match

Bi-Weekly Meeting Free Days

Globally Recognized Training & Develop

Access to cutting edge AI resources

Job summary

Sovos seeks a Senior Strategic Customer Success Manager to partner with our most strategic customers post-sale, driving value outcomes and revenue retention. You will translate goals into actionable plans, align cross-functional teams, and lead executive reviews to demonstrate progress and value.

You’ll drive product adoption, manage risk, and collaborate with renewal and sales teams to identify expansion opportunities. A strategic, proactive communicator with a global view will excel here.

Qualifications

• 7+ years in Customer Success or related roles.
• 4+ years supporting enterprise or highly complex customer accounts.
• Strong executive communication and facilitation skills.
• Experience with Customer Success platforms such as Gainsight and Salesforce.
• Willingness to travel domestically and internationally up to 25% as required.

Responsibilities

• Serve as trusted post-sale partner for Sovos’s most important customers.
• Translate customer goals into actionable plans and orchestrate internal alignment.
• Lead outcome-based Quarterly and Executive Business Reviews.
• Drive product adoption and ensure customers are informed about new features and best practices.
• Identify risks early and lead Risk Success Plans and escalations with internal teams.
• Partner with renewal owners to provide health trends and renewal readiness insights.
• Coordinate with Sales and Account Management to identify expansion opportunities.
• Capture customer feedback and cultivate champions for advocacy.

Skills

Client relationship management

Strategic account management

SaaS

Executive communication

Cross-functional collaboration

Tools

Gainsight

Salesforce

Job description

Senior Strategic Customer Success Manager

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 – apply anyway! 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

As a Senior Strategic Customer Success Manager, you will serve as the trusted post-sale partner for Sovos’s most important customers, driving measurable business outcomes and maximizing Gross Revenue Retention. You will translate customer goals into actionable plans, orchestrate internal alignment, and lead outcome-based engagements such as Quarterly and Executive Business Reviews. Your focus will be on ensuring customers adopt the right solutions, proactively mitigate risk, and are prepared for renewals through disciplined health management and value demonstration. You will play a pivotal role in building strong executive relationships, identifying growth opportunities, and cultivating customer advocates.

More specifically, you will:

• Manage a portfolio of strategically significant customers, adapting engagement depth based on complexity and business criticality


• Develop and execute Mutual Success Plans aligned to customer goals and KPIs


• Lead outcome-focused Quarterly and Executive Business Reviews to demonstrate progress and value


• Drive product adoption and ensure customers are informed about new features and best practices


• Identify risks early, create and implement Risk Success Plans, and lead escalations with internal teams


• Partner with renewal owners to provide health trends, risk insights, and stakeholder alignment for renewal readiness


• Coordinate with Sales and Account Management to identify and enable expansion opportunities


• Capture customer feedback, cultivate champions, and support advocacy initiatives

What We Need From You

• 7+ years of experience in Customer Success, Account Management, or consultative client services within SaaS or similar industries


• 4+ years supporting enterprise or highly complex customer accounts


• Strong executive communication and facilitation skills


• Proven ability to manage risk, customer health, and value realization


• Experience with Customer Success platforms such as Gainsight and Salesforce


• Ability to collaborate across multiple internal teams and drive cross-functional alignment


• Global customer experience and tax/compliance knowledge are a plus


• Willingness to travel domestically and internationally up to 25% as required

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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