Manager, Customer Success

SOCi; Vancouver, Toronto; Hybrid; CAD 100,000 - 138,000; Full time

Job summary

A leading marketing solutions company in Vancouver is seeking an experienced Manager of Customer Success. This role involves managing and developing a team of Customer Success Managers, ensuring customers receive high-quality experiences. The ideal candidate has 1-2 years of management experience alongside 3-5+ years in Customer Success, particularly in the multifamily property sector. With a hybrid working model, this position offers a competitive salary between CAD $100,000 – $138,000 plus bonuses. Applicants are encouraged to apply before January 25, 2026.

Benefits

Health insurance

Dental insurance

Vision insurance

401(k) plan with employer match

Flexible paid time off

Quarterly wellness days

Paid holidays

Career growth opportunities

Qualifications

• 1-2 years of people management or team lead experience.
• 3-5+ years of Customer Success experience.
• Experience in the multifamily property industry.

Responsibilities

• Manage and coach a team of Customer Success Managers.
• Monitor team performance across KPIs.
• Support CSMs in executing Success Plans.
• Ensure CSMs maintain strong customer relationships.
• Guide the team with clear processes.
• Partner closely with sales, implementation and support teams.
• Assist in managing customer escalations.

Skills

People management

Customer Success experience

Analytical skills

Interpersonal skills

Problem-solving

Communication skills

Job description

Overview

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for an experienced Manager of Customer Success to coach and support a team of Customer Success Managers to deliver consistent, high-quality customer experiences. This role focuses on day-to-day team leadership, reinforcing best practices, and ensuring customers see clear value from their SOCi investment.

Salary and Benefits

Base salary range: CAD $100,000 – $138,000 plus bonuses and commission. Individual pay is determined by job-related skills, experience, and relevant education or training.

Benefits include health, dental, vision insurance, wellness incentives, 401(k) plan with employer match, flexible paid time off, quarterly wellness days, paid holidays, and career growth opportunities.

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.

How You’ll Make an Impact

• Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance.
• Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction.
• Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk.
• Ensure CSMs maintain strong, multi‑threaded relationships within their accounts and act as trusted advisors to customers, including navigating M&A of properties and changing industry regulations.
• Guide the team in supporting high‑volume, high‑impact property accounts with clear processes, repeatable playbooks, and strong cross‑functional alignment.
• Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience.
• Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution.

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 50/50 split between remote and in‑office work.
• Must Have: 1–2 years of people management or team lead experience, with 3–5+ years of Customer Success experience.
• Experience working with or directly within the multifamily property industry, with strong understanding of the dynamics, stakeholders, and operational requirements of the industry.
• Strong analytical, organizational, and problem‑solving skills.
• Ability to work cross‑functionally and collaborate effectively to resolve issues and improve customer experience.
• Strong interpersonal and consultative communication skills.
• Motivated coach with a track record of developing and supporting team performance.
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned.

Other Information

The position will remain open with applications due by January 25, 2026. Applications may close sooner if SOCi receives a sufficient number of qualified candidates.

Equal Employment Opportunity

SOCi is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex—including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. Candidates will be required to complete an E‑Verify check to confirm eligibility to work in the United States (if applicable).