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Customer Success Operations Leader

Sovos

Sovos

Customer Service, Sales & Business Development, Operations
United States · Remote
Posted 6+ months ago

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:

As a Customer Success Operations Leader, you will oversee and optimize our delivery operations, ensuring seamless execution. You will collaborate closely with delivery leadership, empowering teams with data-driven insights to enhance performance, drive customer satisfaction, and foster continuous improvement.

More specifically, you will:

  • Lead and manage the client success and support operations team, providing guidance, support, and mentorship.
  • Develop and implement operational strategies to enhance efficiency, quality, and scalability.
  • Oversee the use of Customer Success Management (CSM) technologies, including Salesforce (SFDC) and Gainsight, to monitor and improve delivery performance.
  • Collaborate with customer success, support, and managed services teams to ensure alignment and effective communication.
  • Analyze operational data to identify trends, areas for improvement, and opportunities for innovation.
  • Ensure the timely and successful delivery of reporting according to stakeholder needs and objectives.
  • Prepare and present operational insights to the executive team.

What We Need From You

  • Bachelor's degree in business, operations, or a related field (MBA preferred).
  • 7+ years of experience in customer support, customer success, or operations roles, preferably within the software industry.
  • Experience designing and implementing client success and support best practices.
  • Proficiency in CSM technologies, including Salesforce (SFDC) and Gainsight.
  • Proven experience in leading and developing high-performing teams.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in CRM and customer support software (e.g., Salesforce, Gainsight).
  • Experience with data analysis and reporting tools (e.g., Excel, Tableau).
  • Proven management and leadership skills with experience leading teams.

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 and vision benefits
  • 401(k) match
  • Tuition Reimbursement
  • Bi-Weekly Meeting Free Days!
  • Mentoring Programs
  • 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.