Strategic Customer Success Manager: AI-Driven Adoption

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

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