Position Overview

As the Senior Customer Success Manager (CSM), you will report to the Manager, Customer Success, and will be responsible for driving product adoption, retention, and growth by delivering high levels of business value, and cultivating deep customer relationships. This CSM will be responsible for all aspects of relationship management, adoption, risk mitigation and success planning. You will develop and execute strategic account plans, deliver business reviews, and drive overall customer satisfaction of your customers, resulting in customers for life!

Job Responsibilities

· Act as an extension of the customer, being a proactive advocate within Sovos and the customer to accomplish defined objectives

· Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value

· Proactively grow the breadth and depth of strategic relationships within assigned customers

· Help customers calculate and monetize business value by driving quarterly reporting with customers; measuring business value, penetration, usage, and adoption

· Closely manage and nurture accounts to identify and eliminate risk of attrition

· Partner with internal Sovos stakeholders to align account activities with the customer’s business case and strategy

· Establish trusted relationships with customers, sustaining relationships through the full life cycle of the subscription ensuring their success

· Ensure customers are aware of and educated on new features and releases

· Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs

· Deliver periodic customer health-checks

· Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal

· Ensure customer feedback is clearly captured and conveyed internally to enable ongoing improvement of Sovos products and services

Organizational Alignment

· Reports to the Manager, Customer Success

· Manages a book of 15-20 strategic customer account, approximately $4-5M in Revenue

Qualifications

· 4 years of customer success, account management, or sales experience in SaaS or similar industry

· 2 years of experience working with Enterprise size accounts

· General knowledge of tax reporting and compliance a plus

· Excellent communication skills, including issue tracking, triaging and crisis management

· Experience in any of the following a plus: Process Improvement, Decision Making, Managing Processes, Planning, Analyzing Information, Developing Standards

· Experience with CSM technologies such as Salesforce, Gainsight etc. Ability to efficiently manage multiple customer projects simultaneously

· Experience supporting global customers across multiple products.

· Communicates with internal and external customers and all levels of management

· Effectively communicate technical information to non-technical audiences

· Delivers informative, well-organized presentations

· Understands how to communicate difficult/sensitive information tactfully

· Continually seeks opportunities to increase customer satisfaction and deepen client relationships

· Manages client expectations effectively

· Proficient in Spanish and/or Portuguese a plus

Environmental Job Requirements and Working Conditions

· Primary office location – USA

· Position requires minimal (less than 25%) travel required both domestic and international to Sovos locations and events

Company Background

Sovos was built to solve the complexities of the digital transformation of tax, with complete, connected offerings for tax determination, continuous transaction control compliance, tax reporting and more. The company supports more than 8,000 customers, including half of the Fortune 500, operating in over 70 countries. Its SaaS products and proprietary Sovos S1 Platform integrate with a wide variety of business applications and government compliance processes. Sovos has employees throughout North America, Latin America and Europe, and is owned by Hg and TA Associates. For more information visit www.sovos.com and follow us on LinkedIn and Twitter.