Note: The job is a remote job and is open to candidates in USA. SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for a Customer Success Manager to grow long-term profitable customer relationships by making strategic contributions to customers’ unique business objectives. The role involves managing customer portfolios, mitigating churn risk, and driving product adoption while ensuring customer satisfaction and success.
Responsibilities
- Serve as account owner and provide mature, thoughtful and reasonable leadership to both the customer as well as internal stakeholders to ensure the on-going 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
Skills
- 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
Benefits
- Comprehensive Benefits Package **(full-time permanent, non-contract roles only)**
- Health insurance plans, dental, and vision
- Wellness incentives
- 401(k) plan with employer match
- Flexible Work Environment **(full-time, non-contract roles only)**
- Flexible paid time off
- Quarterly wellness days
- Paid holidays
- Unique employee engagement programs
Company Overview