Manager, Customer Success - Sovos SOVOS
Manager, Customer SuccessCustomer Success/Renewals Full-Time United States
The Role
At Sovos, were looking for a Manager, Customer Success to lead and develop a team of Customer Success Managers and Team Leads. In this role, youll 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
- Youve 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.
- Youre 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
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SOVOS 9 Sovos 2026. All rights reserved. Qualifications
