[Remote] Customer Success Systems Manager

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.ResponsibilitiesIdentify and eliminate workflow inefficiencies to reduce manual, low-leverage workStandardize playbooks for onboarding, adoption, renewal, risk mitigation, and expansionDrive proactive execution through automation and triggers across the organizationImplement consistent operating rhythms that scale across customer segmentsOwn Gainsight architecture, including CTAs, playbooks, rules engine, dashboards, and reportingContinuously improve health score modeling tied to renewal and churn outcomesIntegrate Gainsight with CRM, Support, Billing, Product, BI systems, and CopilotDeliver accurate CSM sentiment and renewal forecasting with leadership-ready dashboardsSkills5–8 years of experience in Customer Success, CS Operations, RevOps, or equivalent SaaS operations role3+ years of hands-on Gainsight experience (architecture, automation, reporting)Proven ability to operationalize Customer Success and drive process disciplineStrong analytical and systems thinking skills with experience translating data into executive-level insightsAbility to balance strategic design with hands-on executionStrong working knowledge of Salesforce (reports, dashboards, data hygiene)Experience with SaaS metrics, cohort analysis, segmentation, and trend analysisMinimal (less than 25%) travel required, both domestic and international, to Sovos locations and eventsBenefitsFlexible Time OffComprehensive Health, Dental & Vision Benefits401(k) with employee sponsored matchBi-Weekly Meeting Free DaysGlobally Recognized Training & Development ProgramsAccess to cutting edge AI resourcesTuition reimbursement, Time off to Volunteer, Charitable Giving Match, and more!Company OverviewSovos provides IT-driven global tax, compliance, and trust solutions for businesses in an evolving regulatory landscape. It was founded in 1979, and is headquartered in Wilmington, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is https://sovos.com.