Strategic Customer Success Manager

SOCi.ai; Vancouver, Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Wellness incentives

401(k) plan with employer match

Flexible paid time off

Quarterly wellness days

Job summary

SOCi.ai is seeking an experienced Strategic Customer Success Manager to oversee client relationships and drive the value of their AI-powered marketing solutions. The role is pivotal in providing exceptional service through regular client check-ins, collaboration with teams, and addressing customer concerns. Ideal candidates should have over 5 years of experience in customer success, strong communication skills, and a background in SaaS technologies. Compensation includes a salary range of 90,000–120,000 CAD, along with a comprehensive benefits package.

Qualifications

• 5+ years of proven experience in customer success or account management in a SaaS setting.
• Demonstrable ability to drive continuous value of products.
• Experience in managing complex, multi-geographical clients.

Responsibilities

• Develop and maintain relationships with key stakeholders.
• Act as lead contact for strategic client matters.
• Conduct regular check-ins to ensure client satisfaction.

Skills

Empathy for customers

Excellent communication

Customer Success Software proficiency

Analytical and problem-solving skills

Organizational skills

Experience with complex customers

Education

Bachelor's degree in Business Administration or related field

Tools

Gainsight

Salesforce

Job description

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.

Salary: base 90,000–120,000 CAD plus variable.

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.

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
  • Unique employee engagement programs
• Empowering Career Growth and Success