Strategic Customer Success Manager at SOCi

Toronto, Ontario, Canada

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CA$90,000 – CA$120,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Marketing Technology, AI, SaaSIndustries

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
Willingness to work in a hybrid model (fully remote initially, transitioning to 50/50 remote/in-office in Vancouver, BC or Toronto, ON once offices are established)

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

Skills

Customer Success

Client Relationship Management

Account Management

AI Marketing Solutions

Stakeholder Management

Client Adoption

Strategic Client Handling

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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