Strategic Customer Success Manager

SOCi; Vancouver, Toronto; Hybrid; CAD 82,000 - 115,000; Full time

Job summary

A leading marketing technology firm is seeking a Strategic Customer Success Manager responsible for managing executive-level relationships and ensuring customer outcomes through SOCi solutions. The role includes mitigating churn risk and developing strong partnerships within the customer portfolio. This is a hybrid opportunity starting remote until the Vancouver office is established. Competitive salary and comprehensive benefits included.

Benefits

Comprehensive benefits package

Flexible work environment

Wellness incentives

Qualifications

• 5+ years of customer success experience with strategic or enterprise accounts.
• Proven track record of impacting/exceeding sales and customer success outcomes.
• Strong analytical, problem-solving skills with situational awareness.

Responsibilities

• Deliver value and business outcomes through SOCi solutions.
• Manage executive-level relationships with strategic accounts.
• Identify and mitigate churn risk to achieve retention rates.

Skills

Customer success experience with strategic accounts

Technical acumen

Organizational skills

Analytical skills

Strong communication skills

Job description

Overview

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for an experienced Strategic Customer Success Manager to foster long-term profitable customer relationships including with reseller and agency partners by making strategic, operational, and measurable contributions to customers’ unique business objectives. You’ll be the strategic account owner, quarterback, and driver of account adoption, retention, and expansion (alongside your AE co-pilot) primarily within our growing reseller and agency partner customer base.

With a portfolio of strategic accounts, you will excel at managing executive-level relationships, delivering substantial value to our customers" businesses as they serve their customers, and strengthening their long-term partnerships with SOCi.

Salary note: SOCi expects to pay a base salary in the range of $82,000 - $115,000 CAD base plus bonuses/commission. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.

How You’ll Make an Impact

• Deliver value and business outcomes through SOCi solutions, delivering measurable ROI and strategic insights to executive-level stakeholders, champions and functional leaders.
• Serve as the strategic account owner, providing mature, thoughtful, and strategic leadership to both customers and internal stakeholders to ensure the ongoing success of your book of business.
• Contribute to enabling our growing partner network with customers success planning and value delivery best practices.
• Quickly develop and apply expertise in SOCi products and the local marketing and digital presence management space. Serve as a trusted advisor and knowledge bridge between the SOCi team, your clients and their teams that serve their customers to teach new product functionality and solicit inbound product feedback.
• Identify and mitigate churn risk across your portfolio to ensure company gross retention rates are achieved.
• Maintain and grow monthly recurring revenue for customers by employing proven strategies that 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 to drive overall customer success and growth.
• Develop strong, multithreaded partnerships within your customer book.
• Analyze lifecycle metrics and lead the execution of onboarding, enablement, adoption, and retention strategies through both internal and external resources.
• Ensure customer reference-ability and overall satisfaction.

What You’ll Need to be Successful

• Hybrid Opportunity: This role is fully remote until our Vancouver, BC office is 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 customer success experience with strategic or enterprise accounts, preferably in the channel partner or reseller customer management space.
  • Possess a blend of technical and sales acumen wrapped in a strong customer-centric mentality.
  • Proven track record of impacting / exceeding sales and customer success outcomes.
  • 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.
  • Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness.
  • Strong communication skills – written and verbal – and executive presence in small to large groups.
  • Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
• Nice to Have:
  • Experience in Local Search, Social Media Management, digital marketing agency and/or MarTec enterprise software is preferred.

What SOCi Provides to You

• Comprehensive Benefits Package (full-time permanent, non-contract roles only)
• Health insurance plans, dental, and vision
• Wellness incentives
• 401(k) plan with employer match
• Flexible Work Environment (full-time, non-contract roles only)
• Flexible paid time off
• Quarterly wellness days
• Paid holidays
• Empowering Career Growth and Success

What’s Important at SOCi

Led by a team of industry experts, SOCi is leading the pack in Localized Marketing for Multi-Location brands. Our passionate team of SOCialites work from home around the globe! Our collaborative, dynamic culture allows our teams to work cross-functionally and optimize productivity. We are a fast-paced, agile environment where thought leadership and input are encouraged. If you are looking for a place where you can come and make a difference in the way enterprise organizations utilize social technology, then SOCi is for you. Visit soci.ai for more information.

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. Please note that if selected for a position at SOCi, you will be required to complete an E-Verify check to confirm your eligibility to work in the United States (if applicable).

Note: This description intentionally excludes extraneous application forms and disclosures not relevant to the core role responsibilities and qualifications.