Customer Success Systems Manager

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. 1

The Work You'll Do
As the Customer Success Systems Manager, you will drive operational excellence and scalability across a 30-person Customer Success organization. You will optimize systems, automation, analytics, and processes to enable predictable renewals, improved Net Revenue Retention (NRR), and executive-level visibility into risk and opportunity. This hands-on role includes direct ownership of Gainsight and CS operational infrastructure, ensuring the team retains revenue efficiently and aligns with strategic business goals. You will deliver actionable insights, streamline workflows, and integrate key systems to empower the Customer Success team to preserve Gross Revenue Retention (GRR) and reduce manual effort.

More specifically, you will:

• Identify and eliminate workflow inefficiencies to reduce manual, low-leverage work
• Standardize playbooks for onboarding, adoption, renewal, risk mitigation, and expansion
• Drive proactive execution through automation and triggers across the organization
• Implement consistent operating rhythms that scale across customer segments
• Own Gainsight architecture, including CTAs, playbooks, rules engine, dashboards, and reporting
• Continuously improve health score modeling tied to renewal and churn outcomes
• Integrate Gainsight with CRM, Support, Billing, Product, BI systems, and Copilot
• Deliver accurate CSM sentiment and renewal forecasting with leadership-ready dashboards

What We Need From You

• 5–8 years of experience in Customer Success, CS Operations, RevOps, or equivalent SaaS operations role
• 3+ years of hands-on Gainsight experience (architecture, automation, reporting)
• Proven ability to operationalize Customer Success and drive process discipline
• Strong analytical and systems thinking skills with experience translating data into executive-level insights
• Ability to balance strategic design with hands-on execution
• Strong working knowledge of Salesforce (reports, dashboards, data hygiene)
• Experience with SaaS metrics, cohort analysis, segmentation, and trend analysis
• Minimal (less than 25%) travel required, both domestic and international, to Sovos locations and events

What Does Sovos Offer You?
The tools to enhance your life - because we want you to enjoy your life outside of work and inside!

• 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, and more!
  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, color, religions, 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. 1

Company Background
Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos’ cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes. More than 100,000 customers in 100+ countries – including half the Fortune 500 – trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. For more information visit http://www.sovos.com and follow us on LinkedIn and Twitter.