Customer Success Manager
As a Customer Success Manager, reporting to the Director of Customer Success, you’ll drive product adoption, retention, and growth by delivering strong business value and cultivating deep, long‑lasting relationships with customers. Your focus will be on strategic account planning, risk mitigation, and ensuring customers derive maximum value from our solutions.
Responsibilities
* Act as a proactive advocate for customers within Sovos
* Build trusted relationships with key customer stakeholders and executive sponsors
* Drive product adoption and promote usage to maximise business value
* Deliver quarterly business reviews to track performance and value
* Identify and eliminate churn risks through ongoing account nurturing
* Lead customer success planning and lifecycle management
* Monitor feature usage and drive awareness of new functionalities
* Analyse adoption trends and customer behaviour to offer tailored support
* Conduct regular health checks and manage risk mitigation plans
* Capture and share customer feedback to influence the Sovos product roadmap
Qualifications
* 2+ years’ experience in customer success, account management or sales in a SaaS or tech‑driven organization
* 1+ years managing enterprise‑level accounts
* Strong communication and crisis management capabilities
* Familiarity with customer success platforms (e.g., Salesforce, Gainsight)
* Experience supporting global, multi‑product customers
* Ability to translate complex technical ideas to business stakeholders
* Comfortable presenting to senior audiences and facilitating discussions
* Organized, proactive and highly collaborative mindset
* Bonus: knowledge of tax compliance or reporting, process improvement
What Does Sovos Offer You?
* Flexible time‑off
* Bi‑weekly meeting‑free days
* Global mentoring programmes
* Globally recognised learning and development opportunities
* Competitive benefits package – health and dental insurance, life insurance, critical illness cover and wage protection, 30 days holidays (plus bank holidays)
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, colour, religion, 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.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Software Development
Location: Brighton, England, United Kingdom
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