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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 drive 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 Senior Strategic Customer Success Manager who will serve as the trusted post-sale partner for our most important customers. You'll drive measurable business outcomes, maximize retention, and build the kind of executive relationships that turn customers into advocates. This role is about translating customer goals into action, orchestrating internal alignment, and ensuring our customers are set up for long-term success.
More specifically, you will:
- Manage a portfolio of strategically significant customers, adapting your engagement based on complexity and business criticality.
- Develop and execute Mutual Success Plans aligned to customer goals and KPIs, leading outcome-focused Quarterly and Executive Business Reviews to demonstrate progress and value.
- Drive product adoption, ensure customers are informed about new features and best practices, and leverage AI tools to improve engagement insights and personalization.
- Identify risks early, create and implement Risk Success Plans, and lead escalations with internal teams to keep renewals on track.
- Partner with renewal owners to provide health trends, risk insights, and stakeholder alignment; coordinate with Sales and Account Management to identify and enable expansion opportunities.
- Capture customer feedback, cultivate champions, and support advocacy initiatives that strengthen our customer community.
What You Bring to Sovos
- You've built solid experience in Customer Success, Account Management, or consultative client services within SaaS or similar industries, including demonstrated success supporting enterprise or highly complex customer accounts.
- You have strong executive communication and facilitation skills, with a ability to manage risk, customer health, and value realization.
- You're experienced with Customer Success platforms such as Gainsight and Salesforce, and comfortable with AI-assisted workflows to enhance customer insights and efficiency.
- You can collaborate across multiple internal teams and drive cross-functional alignment to deliver results for customers.
- Global customer experience and tax or compliance knowledge are a plus.
- You're willing to travel domestically and internationally up to 25% as required.
- Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire.
The Process
We believe in a transparent and comprehensive hiring process. Here's what you might expect:
Pre-Employment Assessment
Regionally specific assessments we use to mitigate bias and give every applicant a fair shot.
Video Interview
A chance to meet as many qualified applicants as possible and get to know you beyond your resume.
Meeting with a Recruiter
A conversation to talk through the role, your experience, and your goals.
Live Interviews with the Hiring Team
Meet the people you'll work with and dig into the day-to-day of the role.
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
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.
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.
We'd love to hear from you. Use the Apply button at the top of this page to submit your application
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Sovos Boston, Massachusetts, USA Office
Our Boston employees have access to a variety of co-working spaces, with options across MA and Southern NH
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