SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for a Strategic 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 10-25 strategic 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
What SOCi Provides to You
- Comprehensive Benefits Package (non-contract roles only)
- Health insurance plans, dental, and vision
- Wellness incentives
- 401(k) plan with employer match
- Flexible Work Environment
- Flexible paid time off (non-contract roles only)
- Quarterly wellness days
- Paid holidays
- Unique employee engagement programs
- Empowering Career Growth and Success
What’s Important at SOCi
Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home around the globe!
Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit MeetSOCi.com for more information.
SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
United States
