Customer Success Manager

SOCi.ai · United States · Yesterday

RemoteRemoteOTHR$70k–$90k/yrFull-time

SOCi Overview

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is seeking a Customer Success Manager to grow long-term profitable customer relationships.

About the Role

As the account owner, quarterback and driver of account enablement, adoption, expansion, and end-user engagement, the Customer Success Team impacts SOCi's rapid growth in enterprise social media management.

Responsibilities

Serve as account owner and provide mature, thoughtful and reasonable leadership to both the customer as well as internal stakeholders to ensure the on-going success of your book of business
Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved
Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which drive product adoption and expansion
Quarterback internal and external initiatives through cross-functional partnerships with sales, onboarding, support, product management, finance, operations and other teams which directly impact overall customer success and drive customer growth
Develop strong customer relationships and serve in the role of trusted advisor to SOCi customers
Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption and retention plays thru both internal and external resources
Employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, email, phone, partners and internal & external champions
Ensure customer reference-ability and overall satisfaction level

Requirements

Proven track record of success with a verifiable history of exceeding sales and customer success goals

Highly organized with the ability to effectively manage multiple tasks and competing priorities

Driven by personal, team and company achievement with a commitment to excellence

Possess that rare blend of technical and sales acumen wrapped in a strong customer-centric mentality

Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness

Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues

Experience and comfort interacting with and influencing C-level executives

Strong communication skills – written and verbal – with understanding of situational best practices

Excellent presentation skills – from small to large audiences

Ability to lead, manage or influence both internal SOCi resources as well as customer resources to achieve successful outcomes

Experience in SaaS, Social Media Management and enterprise software

Qualifications