Customer Success Manager in City of London

Join to apply for the Customer Success Manager role at Sovos Insurance Premium Tax. 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 revolutionising 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.

Responsibilities:

• Champion customer success by acting as their advocate within Sovos, ensuring their voice shapes our approach and priorities.
• Build and nurture trusted relationships with key stakeholders and executive sponsors, becoming their go-to partner for strategic guidance.
• Drive meaningful product adoption and promote feature utilisation that translates directly into business value and operational efficiency.
• Deliver insightful quarterly business reviews that showcase performance metrics, demonstrate ROI, and align on future goals.
• Proactively identify and mitigate churn risks through continuous account engagement, health monitoring, and early intervention strategies.
• Lead comprehensive customer success planning across the entire lifecycle from onboarding through renewal and expansion.
• Monitor feature usage patterns and drive awareness of new functionalities that enhance customer outcomes.
• Analyse adoption trends and customer behaviour to deliver tailored recommendations and proactive support.
• Conduct regular health checks and develop targeted risk mitigation plans to ensure long-term customer satisfaction.
• Capture valuable customer feedback and insights to influence the Sovos product roadmap and drive continuous improvement.

What We Need From You:

• 2+ years of experience in customer success, account management, or sales within a SaaS or technology-driven organisation.
• 1+ years managing enterprise-level accounts with complex stakeholder landscapes.
• Excellent communication skills with the ability to manage challenging situations and drive resolution with professionalism.
• Experience with customer success platforms such as Salesforce, Gainsight, or similar tools.
• Track record of supporting global, multi-product customers across diverse industries.
• Ability to translate complex technical concepts into clear business value for non-technical stakeholders.
• Confidence presenting to senior audiences and facilitating productive strategic discussions.
• Highly organised, proactive mindset with a collaborative approach to problem-solving.
• Bonus: Knowledge of tax compliance, regulatory reporting, or process improvement initiatives.

What Does Sovos Offer You?

• 30 days holiday (plus 8 days BH).
• Health insurance & Dental insurance.
• Life insurance.
• Critical illness insurance.
• Income protection.
• Mental wellbeing support.
• Global Meeting Free Days.
• Award-Winning Career Development and Training opportunities, 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, colour, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law.

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.