The Work You'll DoAs the Customer Success Systems Manager, you will drive operational excellence and scalability across a 30-person Customer Success organization. You will optimize systems, automation, analytics, and processes to enable predictable renewals, improved Net Revenue Retention (NRR), and executive-level visibility into risk and opportunity. This hands-on role includes direct ownership of Gainsight and CS operational infrastructure, ensuring the team retains revenue efficiently and aligns with strategic business goals. You will deliver actionable insights, streamline workflows, and integrate key systems to empower the Customer Success team to preserve Gross Revenue Retention (GRR) and reduce manual effort.
More specifically, you will:- Identify and eliminate workflow inefficiencies to reduce manual, low-leverage work
- Standardize playbooks for onboarding, adoption, renewal, risk mitigation, and expansion
- Drive proactive execution through automation and triggers across the organization
- Implement consistent operating rhythms that scale across customer segments
- Own Gainsight architecture, including CTAs, playbooks, rules engine, dashboards, and reporting
- Continuously improve health score modeling tied to renewal and churn outcomes
- Integrate Gainsight with CRM, Support, Billing, Product, BI systems, and Copilot
- Deliver accurate CSM sentiment and renewal forecasting with leadership-ready dashboards
What We Need From You- 5-8 years of experience in Customer Success, CS Operations, RevOps, or equivalent SaaS operations role
- 3+ years of hands-on Gainsight experience (architecture, automation, reporting)
- Proven ability to operationalize Customer Success and drive process discipline
- Strong analytical and systems thinking skills with experience translating data into executive-level insights
- Ability to balance strategic design with hands-on execution
- Strong working knowledge of Salesforce (reports, dashboards, data hygiene)
- Experience with SaaS metrics, cohort analysis, segmentation, and trend analysis
- 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
- Comprehensive Health, Dental & Vision Benefits
- 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!
Company BackgroundSovos 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 and follow us on LinkedIn and Twitter.
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