Role overview

SOCi, an AI-powered marketing solutions company serving multi-location businesses, is seeking an Enterprise Customer Success Manager to lead strategic relationships with top-tier clients. You will focus on preventing customer churn, driving revenue growth, and building deep partnerships that define how customers adopt and expand use of the platform.

Key responsibilities

Proactively identify and mitigate churn risks across a complex customer portfolio through strategic account planning.
Drive revenue expansion initiatives with enterprise customers by shaping product adoption strategies and identifying new growth opportunities.
Coordinate cross-functional efforts with sales, onboarding, support, product management, finance, and operations to deliver customer outcomes.
Develop and maintain trusted advisory relationships with customers, positioning yourself as a strategic partner who understands their business challenges.
Analyze lifecycle metrics and optimize approaches to onboarding, enablement, adoption, and retention for each account.
Mentor junior team members by sharing enterprise-level customer success expertise and fostering team excellence.
Engage with C-level executives to conceptualize and implement solutions for complex customer business problems.

Requirements

Minimum eight years of enterprise-level customer success experience with demonstrated ability to shape customer outcomes and develop junior staff.
Extensive track record of leading sales initiatives and advancing customer success results in large-scale environments.
Strong analytical, problem-solving, and communication skills with the ability to quickly assess situations and present solutions to diverse audiences.
Proven experience interacting with and influencing C-level executives on strategic matters.
Bachelor’s degree or equivalent education combined with relevant professional experience.
Experience in SaaS, Local Search, Social Media Management, or enterprise software is preferred.
Fluency in French, Spanish, or German is valued but not required.

What makes this role worth considering

This position offers 100% remote work flexibility based in Toronto or Vancouver, Canada. SOCi provides a comprehensive benefits package including health, dental, and vision coverage, wellness incentives, 401(k) matching, flexible paid time off, quarterly wellness days, and paid holidays. You will join a dynamic, collaborative team of industry experts working across multiple time zones in a fast-paced environment where thought leadership and cross-functional input are actively encouraged.