Manager, Customer Success

About the role

Sovos is seeking a Manager, Customer Success to lead a pod of Customer Success Managers and/or Team Leads. This role is accountable for team performance, risk management, renewal readiness, and talent development within Customer Success. Managers do not carry a personal book of accounts; success is measured by team outcomes such as retention performance, risk prevention, execution quality, and talent development.

Responsibilities

• 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 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 workflows, dashboards, and signals that enable proactive risk detection and consistent execution.
• Reduce execution variance across the team by reinforcing “what good looks like” and addressing gaps quickly.
• Identify and develop high-potential talent; create growth paths for CSMs, Senior/Strategic CSMs, and Team Leads.
• Actively participate in promotion calibration and succession planning.
• Foster a culture of accountability, learning, and consistency—where standards are clear and coaching is expected.

Requirements

• 7+ years of experience in Customer Success, Account Management, or related SaaS roles.
• Prior experience as a Senior CSM, Strategic CSM, Team Lead, or equivalent role.
• Demonstrated ability to manage performance, coach others, and drive consistent execution.
• Strong understanding of customer health, risk management, success planning, and renewal readiness.
• Experience using Customer Success platforms and CRM systems (e.g., Gainsight, Salesforce).
• Strong communication, judgment, and decision-making skills.
• Experience supporting enterprise and/or complex customer environments preferred.
• Tax/compliance or regulated-industry experience is a plus.
• Proficiency in Spanish and/or Portuguese is a plus.

Environmental Job Requirements

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

Benefits

• Flexible Time Off
• Comprehensive Health, Dental & Vision Benefits
• 401(k) with employee sponsored match
• Bi-Weekly Meeting Free Days
• Globally Recognized Training & Development Programs
• Access to cutting edge AI resources
• Tuition reimbursement
• Time off to Volunteer
• Charitable Giving Match