Customer Success Manager

Company Overview

SOCi is a pioneer in AI-driven marketing solutions designed specifically for multi-location enterprises. SOCi's innovative platform empowers distributed brands by utilizing a unified visibility engine that autonomously manages local marketing efforts across AI search, geographical ecosystems, social media, and reviews. Trusted by top-tier brands and acclaimed for innovation, SOCi transforms marketing from a manual activity into an automated, scalable process.

Role Overview

We are seeking a Customer Success Manager who will enhance long-term, profitable relationships by strategically supporting customers’ specific business goals. As the primary account leader, you will drive enablement, adoption, expansion, and customer engagement for a large portfolio of enterprise social media management clients, effectively managing competing priorities while delivering exceptional customer satisfaction.

Key Responsibilities

• Own key accounts and provide informed leadership to customers and internal teams to promote ongoing success.
• Detect and address churn risks to maintain company's gross retention metrics.
• Increase and retain monthly recurring revenue through effective adoption and expansion strategies.
• Coordinate cross-functional initiatives with sales, onboarding, support, product, finance, and operations teams to maximize customer growth and success.
• Build influential relationships and act as a trusted advisor to SOCi’s clients.
• Analyze customer lifecycle data to lead onboarding, enablement, adoption, and retention efforts using available resources.
• Utilize multiple communication channels, including video, email, phone, and partnerships, to engage customers effectively.
• Ensure high customer satisfaction and generate referenceable clients.

Candidate Profile

• Proven success in exceeding sales and customer success targets.
• Exceptional organizational skills to juggle multiple tasks simultaneously.
• Driven by personal and collective achievement with commitment to quality.
• Balanced technical expertise with sales proficiency and customer-focused mindset.
• Strong analytical and problem-solving capabilities with rapid situational awareness.
• Enterprise-level solution orientation to resolve complex client issues.
• Experienced in communicating with and influencing executive leadership.
• Effective verbal and written communication tailored to different situations.
• Strong presentation skills adaptable to audiences of varying sizes.
• Ability to lead and coordinate both internal and external resources to achieve desired results.
• Prior experience in SaaS, social media management, and enterprise software environments.

Compensation

The role offers a base salary ranging from $70,000 to $90,000 USD plus bonuses and commissions, with exact pay determined by skills, experience, and education.

Benefits and Work Environment

• Comprehensive benefits package for full-time employees including health, dental, and vision insurance.
• Wellness programs and incentives.
• 401(k) plan with employer matching contributions.
• Flexible paid time off and quarterly wellness days.
• Paid holidays and unique employee engagement initiatives.
• Supportive career growth in a dynamic, fast-paced, and agile team environment.

Additional Information

SOCi fosters a collaborative culture with globally distributed team members working remotely. The company values thought leadership and encourages input, providing an exciting opportunity to shape the future of enterprise social technology usage. Applications are accepted on an ongoing basis.