Director, Customer Success

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.

The Work You'll Do:

The Director of Customer Success is a senior-level role responsible for leading and managing a team of Customer Success Managers. In this dynamic position, you'll develop strategies to retain and grow the customer base, improve customer satisfaction, and contribute to the company's goals. This role involves identifying and implementing changes to enhance operational efficiency within the organization. You'll also collaborate with other departments to gain valuable insights, influence product roadmaps, and optimize the overall customer experience.

More specifically, you will:

• Lead and mentor a customer success team, providing guidance, coaching, and skill development.

• Understand business priorities, technology landscape, and internal stakeholders.

• Measure, achieve, and communicate key performance indicators.

• Develop and implement policies and procedures that enhance customer engagement and satisfaction throughout the customer lifecycle.

• Create onboarding and enablement programs for new and existing Customer Success Managers.

• Assist team members in building proactive success plans focusing on value realization and customer advocacy.

• Conduct recurring business reviews and internal risk meetings with cross-functional stakeholders.

• Drive renewal readiness through internal coordination and customer communication.

• Act as an escalation point for customer issues when necessary, ensuring timely responses to customer inquiries.

• Build and maintain strong working relationships with colleagues in sales, client operations, product management, and marketing to align on customer priorities.

• Provide feedback to continuously improve processes and programs.

• Deliver and participate in training on new topics; serve as a mentor to team members.

What We Need From You

• Bachelor's Degree or equivalent experience.

• 4+ years' experience leading Enterprise and/or Strategic-level Customer Success teams for a technology company.

• Proven track record of building teams and designing processes to improve customer experiences.

• Capable of thriving in a dynamic, fast-paced team environment with high energy and adaptability.

• Demonstrates effective communication, presentation, and relationship management skills across functions and with senior leadership.

• Focus on driving business-level outcomes.

• Ability to manage strict deadlines and work independently.

• Ability to lead and mentor a team of Customer Success Managers, providing guidance, coaching, and skill development.

• Due to client contractual obligations, the successful candidate will be asked to clear a background check and drug test upon hire.

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

• Company Sponsored Health, Dental and Vision Insurances

• 401(k) plan and company match

• A variety of leave plans including family and parental leave

• Bi-Weekly Meeting Free Days

• Globally recognized Training and Development programs

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.

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.