Social Media Client Success Manager

Role overview

ICUC is a long-established global social media specialist, operating for more than 20 years with a distributed team of 350+ people across 35+ countries and support in 50 languages, around the clock. The company works at the intersection of brands and audiences, helping organizations build meaningful connections across social communities through a culture that values performance, accountability, and excellence.

This opportunity is an open requisition for future hiring, so candidates are welcome to apply at any time.

As a Client Success Manager, you will sit within the Client Success function and act as the main point of contact for key accounts. Your focus will be to protect and expand client relationships by matching ICUC’s services and products to the client’s goals, helping them see measurable value while partnering closely with revenue, operations, and leadership teams.

The role calls for someone who is proactive, commercially minded, highly organized, and comfortable managing budgets and projects in a fast-moving virtual setting. Success in this position depends on being client-focused, collaborative, and able to balance independent ownership with teamwork. You will support a portfolio of sophisticated accounts ranging from large, long-term brand engagements to projects that span moderation, safety, brand protection, engagement, insights, and creative execution.

You should bring strategic judgment, a strong grasp of social media and digital trends, and the confidence to respond to client needs with thoughtful, practical solutions. The goal is to position ICUC as a trusted advisor and preferred expert for every account you manage.

Key responsibilities

• Serve as the lead contact for major brands and Fortune 1000 clients, including communication with senior stakeholders.
• Expand account value and strengthen long-term client relationships.
• Run recurring reviews, status calls, and presentations while keeping clients informed about new ICUC offerings.
• Advise clients on social media direction in collaboration with the Strategy and Insights teams.
• Help plan, coordinate, and launch social media projects when needed.
• Maintain accurate records in Salesforce, including opportunities and projects, and support proposals and statements of work.
• Coordinate effectively with external partners such as media, creative, and PR agencies.
• Contribute to new business pitches.
• Work with senior leadership to influence and develop ICUC’s strategic service offering.

Performance expectations

• Meet the annual retention target.
• Support the growth team in achieving yearly upsell goals.
• Maintain strong client satisfaction scores through NPS surveys.
• Keep account delivery within approved cost-efficiency thresholds.

What we are looking for

• At least 3 years of experience in social media management, preferably in an agency environment serving enterprise clients.
• Practical knowledge of organic social media management; paid social experience is a strong advantage.
• Experience with community management, strategic planning, and reporting; exposure to tools such as Sprinklr, Khoros, and Sprout is preferred.
• Excellent written and verbal communication skills, plus strong presentation ability.
• Strong organization and time management skills with the ability to shift priorities quickly in a fast-paced setting.
• Proven collaboration skills across departments and with multiple stakeholders.
• Strong problem-solving ability and a creative, business-aligned approach to challenges.
• Current awareness of social media trends, industry shifts, and emerging opportunities.
• Proficiency in Microsoft PowerPoint and Microsoft Teams.
• A background in Social, Marketing, Public Relations, Communications, Public Affairs, or a related discipline is preferred, though equivalent experience will be considered.
• Willingness and ability to travel for onsite client visits when required, along with valid travel documentation.

Additional requirements

• You must be willing to complete a criminal record check before employment.
• You need access to a desktop or laptop that meets minimum system standards for remote work.
• A high-speed internet connection of at least 30 mb/s is required.
• You should have a suitable headset/microphone and a webcam for virtual meetings and presentations.
• English fluency is required for clear written and spoken communication; additional languages are considered an advantage.

Compensation and benefits

The salary range for this role is CAD 70,000 to CAD 80,000 per year. The final offer will depend on relevant experience, knowledge, and skills.

Permanent employees are eligible for a benefits package that may include medical coverage, dental coverage, RRSP participation, paid time off, and other benefits.

Additional information

This position is for a permanent, full-time remote role based in Ontario, Canada.

The employer uses artificial intelligence tools during sourcing and screening only; the rest of the hiring process does not use AI tools.

The organization is committed to building inclusive teams and welcomes applicants from all backgrounds. Accommodation is available during the application and interview process for candidates who need support with accessibility requirements.