Position Overview
The Customer Success Manager (CSM) - eCommerce is responsible for driving product adoption, customer satisfaction, and Gross Revenue Retention (GRR) across a broad portfolio of customers. CSMs execute defined success motions, maintain consistent engagement, and identify risk early to protect retention outcomes.
CSMs partner with customers to ensure they are effectively using Sovos solutions, understand available capabilities, and are progressing toward their intended outcomes.
Job Responsibilities
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Manages a portfolio aligned to the core segments. Portfolio size and ARR may vary based on customer complexity, adoption maturity, and engagement cadence; execution expectations—not portfolio scale—define role level.
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Complexity signals include: multi‑workflow usage, department‑level stakeholders, mixed adoption maturity, and ownership of defined success plans with moderate ambiguity.
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Customer Outcomes & Adoption Execution: Partner with customers to understand goals and intended outcomes. Drive adoption of core product capabilities using defined best practices. Support Success Plans and business reviews using standardized templates and guidance.
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Customer Health Monitoring & Risk Escalation: Monitor customer health, engagement, and usage signals. Independently identify and manage risk across the assigned portfolio, including creating and executing Risk Success Plans. Take ownership of at‑risk customers flagged through internal at‑risk queue processes and drive stabilization actions through to resolution, engaging internal stakeholders as needed.
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Lifecycle Engagement & Renewal Readiness Support: Maintain consistent customer engagement aligned to defined cadence. Ensure sentiment, blockers, and risks are documented well ahead of renewal windows. Provide accurate health and engagement inputs to renewal owners.
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Voice of Customer & Cross‑Functional Collaboration: Capture customer feedback and surface themes to internal teams. Partner with Support, Renewals, Sales, and Professional Services to resolve issues and improve customer outcomes.
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Operational Discipline & Book Management: Maintain strong CRM and Gainsight hygiene. Ensure consistent meeting coverage, accurate documentation, and effective prioritization across a high‑volume book of business.
What Success Looks Like
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Stable GRR performance across their assigned portfolio
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Consistent customer engagement with minimal gaps in coverage
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Healthy adoption of core product capabilities
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Timely identification and escalation of risk before it impacts retention
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Strong operational discipline, including CRM and Gainsight hygiene
Organizational Alignment
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Reports to the Sales Manager – North America eCommerce.
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This position has no direct reports.
Qualifications
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2–4+ years of experience in Customer Success, Account Management, or a related role
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Strong organizational and communication skills
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Ability to manage a high‑volume customer book effectively
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Comfort following structured processes and playbooks
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Experience using CRM and CS platforms preferred
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.
Skills Required
- 2-4+ years of experience in Customer Success, Account Management, or a related role
- Strong organizational and communication skills
- Ability to manage a high-volume customer book effectively
- Comfort following structured processes and playbooks
- Experience using CRM and customer success platforms
Sovos Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sovos and has not been reviewed or approved by Sovos.
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Leave & Time Off Breadth — Flexible or unlimited time off is broadly offered and stands out as a strong aspect of the package. While usage may depend on workload and manager norms, the breadth of the policy is clear.
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Parental & Family Support — Parental leave is included, with examples of extended maternity and multi‑week leave for other parents. This support complements wider family‑oriented resources.
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Wellbeing & Lifestyle Benefits — Wellness resources, donation matching, volunteer time off, recognition programs, and structured development/mentorship are part of a broad offering. Remote/flexible work options and community perks further bolster everyday wellbeing.
Sovos Insights
What We Do
Sovos provides businesses with the confidence needed to navigate an increasingly regulated world. Offering a modern, IT driven response to compliance, Sovos’ solutions are scalable, reliable and secure and provide a great user experience. Sovos has more than 100,000 customers, including half the Fortune 500, as well as businesses of every size operating in more than 70 countries. The company’s cloud-based solutions integrate with a wide variety of business applications and government compliance processes. Sovos has employees throughout the Americas and Europe and is owned by Hg and TA Associates.
Why Work With Us
We are dedicated to being a place where people truly enjoy being. We promote internally and offer a variety of development programs internally. Tax and the regulatory compliance space is also an incredibly stable industry! It changes a lot (because, tax!) but it is never going away. It is always something businesses will have to do!
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