Strategic Customer Success Manager

This is a pipeline job opportunity which means we may not be immediately hiring for this role but anticipate a need in the near future. If you are interested, we encourage you to submit your resume. We will review it promptly and reach out for an initial conversation with qualified candidates.

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for a Customer Success Manager to grow long-term profitable customer relationships by making strategic, operational, and measurable contributions to customers’ unique business objectives.  As the account owner, quarterback, and driver of account enablement, adoption, expansion, and end-user engagement, the Customer Success Team is directly impacting our rapid growth in enterprise social media management.

As a member of our Customer Success team, you will proactively build relationships, identify and mitigate risk and expand product adoption in a one-to-many approach for our largest portfolio of customers.  With a high number of customers, you will be adept at managing multiple priorities without sacrifice to proactive customer delight.  

Who We Are

SOCi is one of the fastest-growing technology companies in the country, ranking in the top tier of Inc 5000’s Fastest Growing Companies in America list for the last several years consistently.  The builder of an award-winning enterprise SaaS marketing platform, and one of Forbes’ Best Startup Employers, SOCi boasts hundreds of the world’s largest brands as its customers. At SOCi, nothing is more important to us than the clients we service every day. The SOCi platform specifically solves complicated marketing and workflow problems for national and global multi-location brands that want to scale and optimize their presence. View more on our Awards & Accolades here! 

How You’ll Make an Impact

• Serve as the account owner and provide mature, thoughtful, and reasonable leadership to both the customer as well as internal stakeholders to ensure the ongoing success of your book of business

• Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved

• Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption and expansion

• Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations, and other teams which directly impact overall customer success and drive customer growth

• Develop strong customer relationships and serve in the role of trusted advisor to SOCi customers

• Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption, and retention plays thru both internal and external resources

• Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners, and internal & external champions

• Ensure customer reference-ability and overall satisfaction level

• Successfully manage 25-50 accounts

What You’ll Need to be Successful

• Remote Opportunity: Ability to work 100% remotely 

• Must Have:  

• 5+ yrs. direct and verifiable enterprise-level customer success experience

• Proven track record of success with a verifiable history of exceeding sales and customer success goals

• Highly organized with the ability to effectively manage multiple tasks and competing priorities

• Driven by personal, team, and company achievement with a commitment to excellence

• Possess that rare blend of technical and sales acumen wrapped in a strong customer-centric mentality

• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness

• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues

• Experience and comfort interacting with and influencing C-level executives

• Strong communication skills – written and verbal – with understanding of situational best practices

• Excellent presentation skills – from small to large audiences

• Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes

• Experience in SaaS, Social Media Management, and enterprise software

• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned

• Desired Skills (but not required):  

• Bi-Lingual (French, Spanish, German) a plus

• Education: BS or equivalent education and relevant experience – MA/MS/MBA Preferred