Position Overview

The Customer Success Manager (CSM) - eCommerce is responsible for driving product adoption, customer satisfaction, and Gross Revenue Retention (GRR) across a broad portfolio of customers. CSMs execute defined success motions, maintain consistent engagement, and identify risk early to protect retention outcomes.

CSMs partner with customers to ensure they are effectively using Sovos solutions, understand available capabilities, and are progressing toward their intended outcomes.

Job Responsibilities

• Manages a portfolio aligned to the core segments. Portfolio size and ARR may vary based on customer complexity, adoption maturity, and engagement cadence; execution expectations—not portfolio scale—define role level.

• Complexity signals include: multi‑workflow usage, department‑level stakeholders, mixed adoption maturity, and ownership of defined success plans with moderate ambiguity.

• Customer Outcomes & Adoption Execution: Partner with customers to understand goals and intended outcomes. Drive adoption of core product capabilities using defined best practices. Support Success Plans and business reviews using standardized templates and guidance.

• Customer Health Monitoring & Risk Escalation: Monitor customer health, engagement, and usage signals. Independently identify and manage risk across the assigned portfolio, including creating and executing Risk Success Plans. Take ownership of at‑risk customers flagged through internal at‑risk queue processes and drive stabilization actions through to resolution, engaging internal stakeholders as needed.

• Lifecycle Engagement & Renewal Readiness Support: Maintain consistent customer engagement aligned to defined cadence. Ensure sentiment, blockers, and risks are documented well ahead of renewal windows. Provide accurate health and engagement inputs to renewal owners.

• Voice of Customer & Cross‑Functional Collaboration: Capture customer feedback and surface themes to internal teams. Partner with Support, Renewals, Sales, and Professional Services to resolve issues and improve customer outcomes.

• Operational Discipline & Book Management: Maintain strong CRM and Gainsight hygiene. Ensure consistent meeting coverage, accurate documentation, and effective prioritization across a high‑volume book of business.

What Success Looks Like

• Stable GRR performance across their assigned portfolio

• Consistent customer engagement with minimal gaps in coverage

• Healthy adoption of core product capabilities

• Timely identification and escalation of risk before it impacts retention

• Strong operational discipline, including CRM and Gainsight hygiene

Organizational Alignment

• Reports to the Sales Manager – North America eCommerce.

• This position has no direct reports.

Qualifications

• 2–4+ years of experience in Customer Success, Account Management, or a related role

• Strong organizational and communication skills

• Ability to manage a high‑volume customer book effectively

• Comfort following structured processes and playbooks

• Experience using CRM and CS platforms preferred