Strategic Customer Success Manager

SOCi•Vancouver, BC

25d•Hybrid

About The Position

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is looking for an experienced Strategic Customer Success Manager. This role is crucial for ensuring the long-term success of clients by fostering strong relationships and delivering continuous value through the SOCi platform. The manager will work closely with large, strategic clients to understand their business goals, drive adoption of SOCi solutions, and achieve measurable outcomes. The ideal candidate should be passionate about client service and adept at managing complex client portfolios. SOCi is recognized by Fast Company as one of the World's Most Innovative Companies and is trusted by nearly 1,000 top brands. Founded in 2012 and backed by leading strategic investors, SOCi is transforming how multi-location brands manage and scale their marketing efforts.

Requirements

5+ years of proven experience in customer success or account management, preferably in a SaaS or technology-based company serving enterprise clients.
Strong empathy for customers and passion for revenue and growth.
Demonstrable ability to drive continuous value of our product(s).
Excellent communication and interpersonal skills, with the ability to manage and influence stakeholders at all levels.
Experience in working with complex, multi-divisional, multi-geographical customers.
Exceptional organizational and multitasking skills, including the ability to prioritize and schedule work effectively.
Proficient in Customer Success Software tools and platforms, such as Gainsight, Salesforce, etc.
Strong analytical and problem-solving skills with a solution-oriented mindset.
Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned.
Bachelor's degree in Business Administration, Marketing, Communications, or related field.

Responsibilities

Develop and maintain strong relationships with key stakeholders within client organizations to ensure their success and satisfaction with SOCi solutions.
Act as the lead point of contact for all strategic client matters, anticipate clients' needs, and work within the company to ensure deadlines for client deliverables are met.
Plan and conduct regular check-in meetings to ensure client satisfaction and retention.
Work collaboratively with sales, marketing, and product teams to streamline service delivery and ensure clients can maximize the value of SOCi products.
Develop a deep understanding of our products and services to facilitate training sessions for clients on new tools and features.
Monitor and analyze clients’ usage of our product and generate insights to enhance their user experience.
Identify opportunities for growth within existing accounts and collaborate with sales teams to ensure growth attainment.
Handle and resolve customer requests and issues promptly and effectively.
Prepare and deliver quarterly and annual reviews to clients, showcasing their progress and aligning with their business goals.
Advocate customer needs/issues cross-departmentally and program-manage customer concerns.