Customer Success Manager
Sovos · United States · 1 mo ago
RemoteRemoteOTHRFull-time
We need to output HTML fragment with sections only if real content. Use . The bullet points:
1. Manage a portfolio of customers aligned to core segments, with complexity driven by multi-workflow usage, department-level stakeholders, and varied adoption maturity.
2. Partner with customers to understand their goals, drive adoption of core product capabilities using defined best practices, and support Success Plans and business reviews with standardized templates.
3. Monitor customer health, engagement, and usage signals, independently identifying and managing risk across your portfolio, including creating and executing Risk Success Plans and driving stabilization actions to resolution.
4. Maintain consistent customer engagement aligned to defined cadence, ensuring sentiment, blockers, and risks are documented well ahead of renewal windows and providing accurate health inputs to renewal owners.
5. Capture customer feedback and surface themes to internal teams, partnering cross-functionally with Support, Renewals, Sales, and Professional Services to resolve issues and improve outcomes.
6. Maintain strong CRM and customer success platform hygiene, ensuring consistent meeting coverage, accurate documentation, and effective prioritization across a high-volume book of business.
7. Leverage AI tools to improve portfolio management, automate engagement tracking, and surface actionable insights from customer data.
We'll put under
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to parse the posting. We must not repeat job title as heading. No Job ID etc. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. We need to preserve all substantive info. Let's extract sections: - About the role: The paragraph after "Build your future with Sovos..." up to "The Role". Actually "The Role" heading appears. So we can treat "About the role" as the introductory paragraphs before "The Role". Let's capture: "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 -- apply anyway! 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." That's about the company and role. - Responsibilities: Under "More Specifically, You Will" bullet list. So we need to list each bullet as
Responsibilities
with- .
- Requirements: The "What You Bring to Sovos" section includes bullet-like sentences. Let's extract:
- You've built solid experience in Customer Success, Account Management, or a related role, with demonstrated ability to manage customer portfolios and drive adoption, demonstrating strong organizational and communication skills.
- You're comfortable managing a high-volume customer book effectively, following structured processes and playbooks to drive consistent outcomes.
- Experience using CRM and customer success platforms is preferred, with comfort using AI-assisted workflows to enhance productivity and customer insights.
- You can independently identify risk, create action plans, and engage stakeholders to drive resolution before renewal windows.
- You thrive on operational discipline, maintaining clean documentation and ensuring no gaps in customer coverage.
- This position is based in the United States and requires minimal travel (less than 10%) to Sovos locations and events, both domestic and international.
- Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire.
These are requirements/qualifications. Could split into Requirements and Qualifications but we can combine. The instruction: use headings for sections like Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which content fits which.
We have experience, skills, etc. Could treat "What You Bring to Sovos" as Requirements (or Qualifications). Also there is a "Skills" maybe implied: strong organizational and communication skills, comfort using CRM, AI-assisted workflows, etc. But we can put them under Requirements.
We also have "Life at Sovos" section listing benefits: Global Mentoring Program, 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.
That's benefits. So we need a Benefits section.
Pay and Schedule: Not mentioned. So we should NOT include Pay or Schedule headings because no specific content.
We also have "The Process" section describing hiring steps. That's not required to keep? It's part of posting but not a standard heading; we could maybe put under a generic section? The instruction: include a section ONLY when posting has real, specific content for it. We could create a section "Hiring Process" but not in allowed headings list. The allowed headings are limited to those listed. We should not create other headings. So we should omit the Process section because it doesn't map to allowed headings. However we must preserve ALL substantive information; but we cannot invent headings. The instruction says: Use
- for any list of duties/requirements/benefits, and
for prose." It doesn't forbid having prose without a heading. So we can include a
for the hiring process as prose without a heading. That seems acceptable. Similarly, "Life at Sovos" is benefits; we already have Benefits heading. "Company Background" and "Ready to make your move?" etc are boilerplate? Company background maybe substantive but not under allowed headings. Could be part of About the role? Might be considered company overview. Could include as a
under About the role? But About the role already has company description. We could add another
after that. However we must not repeat job title as heading. It's fine. We need to remove EEO boilerplate, duplicated lines, application instructions. So remove "Equal Opportunity Employer" etc. Also remove "Ready to make your move? We'd love to hear from you. Use the Apply button..." etc. Also remove "SOVOS © Sovos 2026. All rights reserved." and company background maybe? The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. Company background is not explicitly listed as boilerplate; it's substantive about the company. Might be okay to keep. But we already have a lot about Sovos in About the role. Could be redundant. However we must preserve ALL substantive information; not summarizing away detail. If we omit company background, we lose info about Sovos being global provider, etc. That is substantive. So we should keep it, perhaps as a
under About the role or as its own section? Since we don't have a heading for company overview, we could just add a
after the About the role paragraph(s). That would preserve it. Similarly, "Life at Sovos" we already captured as Benefits. Now, we need to ensure we don't include filler like "commensurate with experience" etc. Not present. Now structure:
About the role
... (company intro + role intro)
... (company background)
Responsibilities
- ... ...
Requirements
- ... ...
Benefits
- ... ...
- . Let's list: - You've built solid experience in Customer Success, Account Management, or a related role, with demonstrated ability to manage customer portfolios and drive adoption, demonstrating strong organizational and communication skills. - You're comfortable managing a high-volume customer book effectively, following structured processes and playbooks to drive consistent outcomes. - Experience using CRM and customer success platforms is preferred, with comfort using AI-assisted workflows to enhance productivity and customer insights. - You can independently identify risk, create action plans, and engage stakeholders to drive resolution before renewal windows. - You thrive on operational discipline, maintaining clean documentation and ensuring no gaps in customer coverage. - This position is based in the United States and requires minimal travel (less than 10%) to Sovos locations and events, both domestic and international. - Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It implies we should use those headings for sections; we can also omit sections if no content. The Process is not one of those headings; we could perhaps incorporate it into About the role or Requirements? But it's not about role. Might be considered part of "About the role"? Not really. However we must preserve all substantive information; but we cannot add other headings. Perhaps we can include a
without a heading? The instruction: "Use