Strategic Customer Success Manager

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Strategic Customer Success Manager to ensure the long-term success of our clients by nurturing exceptional client relationships and delivering continuous value through our platform. This role involves working closely with large, strategic clients to understand their business goals, drive adoption of SOCi solutions, and achieve measurable outcomes. The ideal candidate is passionate about client service and skilled in handling complex client portfolios.

SOCi expects to pay a base salary in the range of $90,000 - $120,000 CAD base plus a variable. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.  

Who We Are

SOCi is the leader in AI-powered marketing solutions for multi-location businesses. With its proprietary Genius AI™ and suite of Genius Agents™, SOCi provides a first-of-its-kind, AI-powered digital workforce capable of handling the workload of 1,000 local marketers™, empowering brands to achieve unmatched digital visibility, strengthen customer engagement, and scale faster than ever before.

SOCi is recognized by Fast Company as one of the World's Most Innovative Companies, and is trusted by nearly 1,000 top brands—including Ford, Ace Hardware, Kumon, Liberty Tax, and more—to automate and optimize local marketing tasks across all locations. Founded in 2012 and backed by leading strategic investors, SOCi is transforming how multi-location brands manage and scale their marketing efforts. You can view our Awards and Accolades here!

How You’ll Make an Impact

• 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.

What You’ll Need to be Successful

• Hybrid Opportunity: This role is fully remote until our Vancouver, BC and Toronto, ON offices are established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work.
  
  
• Must Have:  
• 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
  
  
• Education Requirements: Bachelor's degree in Business Administration, Marketing, Communications, or related field.

Upon posting, applications for this position will be accepted on an ongoing basis.