Role overview

SOCi, a leader in AI-powered marketing solutions for multi-location businesses, is seeking a Strategic Customer Success Manager to build and maintain relationships with large enterprise clients. This position focuses on ensuring long-term client success by driving adoption of the SOCi platform and helping clients achieve measurable business outcomes.

Key responsibilities

Develop and maintain strong relationships with key stakeholders within client organizations to ensure satisfaction and success with SOCi solutions.
Serve as the primary point of contact for strategic client matters, anticipate client needs, and coordinate across internal teams to meet client deliverables and deadlines.
Conduct regular check-in meetings with clients to monitor satisfaction and work toward retention.
Collaborate with sales, marketing, and product teams to streamline service delivery and help clients maximize the value of SOCi products.
Deliver training sessions for clients on new tools and features, and monitor product usage to generate insights that enhance user experience.
Identify growth opportunities within existing accounts and work with sales teams to pursue expansion.
Prepare and deliver quarterly and annual reviews to clients, highlighting progress and alignment with their business objectives.

Requirements

Five or more years of experience in customer success or account management, preferably with SaaS or technology companies serving enterprise clients.
Strong empathy for customers combined with a focus on revenue and growth.
Demonstrated ability to drive continuous value from products.
Excellent communication and interpersonal skills with the ability to manage and influence stakeholders at all organizational levels.
Experience managing complex, multi-divisional, and geographically dispersed client organizations.
Exceptional organizational and multitasking abilities with strong prioritization and scheduling skills.
Proficiency in customer success platforms such as Gainsight or Salesforce.
Strong analytical and problem-solving capabilities with a solution-oriented approach.
Bachelor’s degree in Business Administration, Marketing, Communications, or related field.

What makes this role worth considering

This position is fully remote initially and will transition to a hybrid model (50/50 remote and in-office) once offices are established in Toronto and Vancouver. The role offers a comprehensive benefits package including health, dental, and vision coverage, wellness incentives, and a 401(k) plan with employer match, along with flexible paid time off and quarterly wellness days. You would work within a collaborative, fast-paced culture led by industry experts where cross-functional input is encouraged and team members operate globally.