Role overview

SOCi is seeking a Customer Success Manager to build and maintain long-term relationships with enterprise clients using AI-powered marketing solutions for multi-location businesses. You will serve as the account owner and strategic leader for a portfolio of the company’s largest customers, driving adoption, expansion, and measurable business outcomes while directly contributing to SOCi’s growth in enterprise social media management.

Key responsibilities

Own customer accounts and provide leadership to both external clients and internal teams to ensure ongoing success and achievement of business objectives.
Identify churn risk across your customer portfolio and implement mitigation strategies to maintain company gross retention rates.
Drive monthly recurring revenue growth for key customers by developing and executing strategies that increase product adoption and expansion opportunities.
Lead cross-functional initiatives with sales, onboarding, support, product management, and operations teams to directly impact customer success and growth.
Develop trusted advisor relationships with customers and analyze lifecycle metrics to guide onboarding, enablement, adoption, and retention efforts.
Use multiple communication channels including video, email, phone, and internal champions to engage customers effectively at appropriate touchpoints.
Ensure customers remain satisfied, referenceable advocates for SOCi’s solutions.

Requirements

Proven track record of exceeding sales and customer success goals with verifiable results.
Experience in SaaS, social media management, and enterprise software environments.
Demonstrated ability to manage multiple priorities effectively while maintaining strong customer focus and organizational discipline.
Technical acumen combined with sales skills and a customer-centric approach to problem-solving.
Experience interacting with and influencing C-level executives in enterprise contexts.
Strong written and verbal communication skills with the ability to present effectively to audiences of varying sizes.
Capability to lead, manage, and influence both internal SOCi teams and external customer resources toward successful outcomes.

What makes this role worth considering

This remote position is based in Vancouver, Canada and offers a collaborative, dynamic work environment where you’ll contribute to a fast-paced, agile company recognized by Fast Company as one of the World’s Most Innovative Companies. You’ll work with a global team of experts serving leading enterprise brands and have access to comprehensive benefits including health insurance, dental, vision, wellness programs, flexible paid time off, and quarterly wellness days.