Customer Success Manager, Small Market Business at SOCi

Toronto, Ontario, Canada

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CA$59,000 – CA$92,000Compensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing Technology, SaaS, Multi-Location EnterprisesIndustries

Requirements

2+ years of customer success or account management experience, preferably in a SaaS or tech-driven environment
Experience managing high-volume customer portfolios with a focus on scalable engagement and automation
Highly organized with strong time management skills and the ability to prioritize effectively
Analytical mindset with experience using customer data to drive engagement strategies
Strong written and verbal communication skills
Ability to work 100% remotely

Responsibilities

Manage a portfolio of 200+ accounts across multiple verticals, ensuring a structured and repeatable customer journey
Execute one-to-many customer engagement strategies, leveraging digital QBRs, thought-leadership webinars, in-app communications, and automated email campaigns to enhance product adoption
Help develop and implement a customer journey framework for scaled accounts, ensuring a consistent experience from onboarding through renewal
Proactively monitor customer health and product usage to identify trends, risks, and expansion opportunities
Leverage data-driven insights to ensure customers achieve measurable ROI and business outcomes with SOCi solutions
Provide strategic guidance through automated and semi-personalized outreach, helping customers adopt key features and best practices
Identify and mitigate churn risks by analyzing customer behavior, usage data, and feedback
Drive expansion and upsell opportunities by leveraging insights to position additional SOCi solutions at the right time
Partner with marketing and product teams to refine customer education resources, ensuring they address the most common customer needs
Work closely with sales, CS, product marketing, and support to align messaging, drive adoption, and optimize the customer experience
Collaborate with the implementation and support team to ensure a seamless onboarding experience for new customers
Provide feedback to internal teams on customer pain points, product gaps, and opportunities for improvement

Skills

Customer Success Management

Account Management

Data Analysis

Automation

One-to-Many Communication

Analytical Thinking

Product Adoption

Churn Reduction

Customer Expansion

Communication Skills

SOCi

Digital marketing platform for multi-location businesses

About SOCi

SOCi offers a digital marketing platform specifically designed for multi-location businesses, helping them automate and scale their marketing efforts while maintaining brand consistency. The platform includes features like content publishing, local listing management, SEO solutions, and social media monitoring, allowing businesses to manage their local marketing campaigns effectively. A unique aspect of SOCi is the SOCi Locator, which promotes location-specific content to drive foot traffic. The company operates on a subscription model, aiming to enhance the online presence and customer engagement of its clients.

San Diego, CaliforniaHeadquarters

2012Year Founded

$184.6MTotal Funding

DEBTCompany Stage

Consulting, Consumer SoftwareIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Paid Holidays

Flexible Work Hours

Risks

Meta's content moderation changes may increase misinformation affecting SOCi's marketing channels.

Google's Merchant Center upgrade may disrupt SOCi clients' holiday marketing strategies.

Growing AI personalization trends may pressure SOCi to enhance its AI capabilities.

Differentiation

SOCi offers a unique CoMarketing Cloud for multi-location enterprises.

The SOCi Genius platform uses AI to automate marketing workflows at scale.

SOCi provides tools for local listing management and social media monitoring.

Upsides

SOCi's 334% revenue growth highlights its strong market position and client success.

The trend towards localized marketing aligns with SOCi's multi-location enterprise focus.

SOCi's inclusion in the MoxiCloud network expands its collaborative marketing reach.

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