Manager, Customer Success

Build Your Future with Sovos

If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape. At Sovos, we're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do.

Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities. Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we!

Don’t worry if you don't check all the boxes – We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here.

The Manager, Customer Success is responsible for the performance, consistency, and development of a pod of Customer Success Managers and/or Team Leads. This role serves as the primary people‑management and performance‑accountability layer within Customer Success, ensuring that execution standards are met, risks are surfaced early, and customer outcomes are delivered predictably. Managers do not carry a personal book of accounts. Success in this role is measured by team outcomes, including retention performance, risk prevention, execution quality, and talent development—not individual customer ownership.

Customer Success does not own commercial renewals. Managers are accountable for ensuring renewal readiness across their teams through accurate health visibility, disciplined risk management, value articulation, and reliable forecasting inputs to renewal owners.

• Own the overall performance of assigned CSMs and/or Team Leads, including execution quality, risk discipline, and customer outcomes.
• Ensure consistent adoption of Customer Success standards, playbooks, and operating rhythms across the team.
• Hold Team Leads, where applicable, accountable to frontline leadership expectations (risk coverage, inspections, coaching, and role discipline).
• Identify performance gaps early and drive corrective action before customer or retention impact occurs.
• Maintain aggregate visibility into customer health and risk across the team; ensure risks are identified, documented, and escalated early.
• Review and calibrate Risk Success Plans for quality, ownership, and effectiveness; ensure plans are actively executed.
• Prevent “surprise churn” by enforcing disciplined risk inspection and escalation paths.
• Partner with Renewals, Sales, and cross‑functional leaders by providing reliable renewal readiness inputs (health trends, risk outlook, mitigation progress).

• Serve as the direct people manager for Team Leads and/or CSMs, including goal‑setting, performance feedback, and development planning.
• Conduct regular 1:1s focused on performance, judgment, prioritization, and growth.
• Where applicable, coach Team Leads on how to inspect work, deliver effective feedback, and maintain role discipline—especially for first‑time leaders.
• Drive fair, evidence‑based performance evaluations and promotion readiness aligned to the Customer Success career framework.

• Ensure CRM and Customer Success platform data (e.g., Gainsight) is decision‑grade across the team.
• Partner with CS Operations to improve…