Note: The job is a remote job and is open to candidates in USA. Sovos is a global leader in tax compliance solutions, dedicated to transforming how businesses navigate regulatory challenges. The Customer Success Systems Manager will drive operational excellence and scalability within the Customer Success organization by optimizing systems and processes to enhance revenue retention and provide executive-level insights.

Responsibilities

• 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

Skills

• 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

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, and more!

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