Senior Director, Customer Success at SOCi

Toronto, Ontario, Canada

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CA$150,000 – CA$200,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing Technology, SaaS, Enterprise SoftwareIndustries

Requirements

10+ years of experience in customer success, account management, or a related role, with at least 5 years in a leadership position
Proven track record of driving customer success in a SaaS or technology company
Strong leadership and people management skills, with the ability to inspire and motivate a team
Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
Analytical mindset with the ability to interpret customer data and make data-driven decisions
Strong problem-solving skills and the ability to handle complex customer issues
Proficiency in customer success platforms and CRM tools
Ability to work in a fast-paced environment and manage multiple priorities
Passion for customer success and a deep understanding of customer needs and challenges
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, Marketing, or a related field; MBA or advanced degree
Availability for hybrid work model (fully remote initially, transitioning to 50/50 remote/in-office in Vancouver, BC or Toronto, ON)

Responsibilities

Lead and manage the Customer Success team, providing mentorship, guidance, and professional development opportunities
Develop and implement customer success strategies to enhance client satisfaction, retention, and growth
Drive the adoption and utilization of SOCi’s platform across the customer base
Collaborate with sales, product, and marketing teams to align customer success initiatives with business objectives
Analyze customer data to identify trends and areas for improvement, and implement solutions to address these areas
Act as a senior escalation point for customer issues, ensuring timely and effective resolution
Develop and maintain strong relationships with key customers, acting as a trusted advisor
Establish and track key performance indicators (KPIs) to measure the effectiveness of the Customer Success team
Lead initiatives to gather customer feedback and incorporate it into product development and service enhancements
Create and deliver presentations to executive leadership on the status of customer success efforts and outcomes

Skills

Customer Success

Leadership

Team Management

Mentorship

Customer Retention

Growth Strategies

Platform Adoption

Cross-Functional Collaboration

Operational Excellence

Client Advocacy

Strategic Planning

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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