Director, Customer Success

SOCi.ai; United States; Remote; USD 150,000 - 187,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with employer match

Flexible PTO

Job summary

SOCi.ai is seeking a Director of Customer Success Operations to shape scalable, data-driven post-sales processes in a fast-growing SaaS environment. You will own onboarding, enablement, adoption, expansion and retention programs across enterprise accounts.

You will partner with the Chief Customer Officer and executives to design scalable playbooks, roll out best practices, and deliver measurable improvements in customer satisfaction and renewal rates.

Qualifications

• 7+ years experience in customer success operations or similar
• Excellent written and verbal communication
• Enterprise-ready, solution-oriented mindset
• Strong cross-functional collaboration across teams
• Analytical and able to connect data to action
• Experience interacting with C-level executives
• SaaS, social media management, or enterprise software experience

Responsibilities

• Collaborate cross-functionally to map customer health, retention and satisfaction drivers.
• Recommend process improvements for onboarding, training, support, adoption and renewal.
• Develop and maintain customer success playbooks and process artifacts.
• Implement and optimize CSM software stack (Salesforce, Gainsight, MindTickle, ServiceCloud, Salesloft, Pardot).
• Drive data quality and standardized processes across the customer lifecycle.
• Define KPIs, dashboards and workflows to monitor retention and revenue risk.
• Provide regular insights to executive leadership and stakeholders.

Skills

7+ years experience

Excellent communication

Enterprise mindset

Cross-functional collaboration

Analytical/problem-solving

C-level interaction

SaaS experience

Education

BS or MA (MBA preferred)

Tools

Salesforce

CRM software

Job description

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.

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!

The Role:

The SOCi Customer Success team grows long-term profitable customer relationships by making strategic, operational and measurable contributions to customers’ unique business objectives. As the quarterback and driver of account onboarding, enablement, adoption, expansion, retention and end-user engagement, the Customer Success Team is directly impacting our rapid growth in enterprise social media management. The Director of Customer Success Operations, in partnership with the Chief Customer Officer and the broader SOCi executive team, is responsible for envisioning, developing, implementing and reporting on processes, programs and technologies that enable the efficient and effective delivery of the SOCi customer success model. This role requires a deep understanding of the drivers of customer adoption, growth, retention, and overall customer satisfaction within the Software-as-a-Service industry. Key outcomes of this role include the definition and implementation of scalable, repeatable, and profitable delivery of post-sales services across all phases of the customer lifecycle including onboarding, training, support, customer success management, professional services and retention marketing. This role is responsible for driving measurable, continuous improvements in customer retention, revenue protection, revenue expansion and customer satisfaction.

Responsibilities:

• Work in a cross functional manner to develop and maintain complete situational awareness of the SOCi business and understand key drivers to customer health, retention, adoption and overall satisfaction.
• Make recommendations to improve efficiencies through development and adoption of best practices related to the company's onboarding, training, support, customer success management, expansion, renewal, critical account management and churn processes and standardized procedures including playbooks and process documents.
• Create and evolve all process artifacts and playbooks that align SOCi customer success in the deployment of the most impactful customer journey.
• Implement and manage customer success software – including Salesforce, Gainsight, MindTickle, ServiceCloud, Salesloft, and Pardot - to facilitate a fully integrated customer success operational model across the entire customer lifecycle.
• Maximize usage of all customer success software - working closely with vendors to ensure SOCi is leveraging the latest functionality to increase productivity and effectiveness across business processes.
• Drive customer data quality and efficient systems and process standards by partnering with cross-functional teams to build an integrated and accurate customer record.
• Define, develop and fully operationalize KPIs, reporting dashboards and workflows that facilitate the analysis of customer data and drive actions across the entire customer success organization to proactively manage all phases for the customer lifecycle, retention and customer risk.
• Provide SOCi executive team and customer success leadership with regular reporting and customer insights as appropriate – both scheduled and ad-hoc.
• Fulfill ad-hoc reporting requests and identify opportunities for improved reporting.
• Create and maintain training on processes and customer success software system configurations.
• Provide training to new hires on customer success software tools.
• Facilitate the cross-functional relationship between customer success and product development to champion serviceability, roadmap prioritization and product quality with a focus on increasing customer success and retention.
• Partner with customer success leadership and finance in managing and refining the renewals, expansion and churn forecasting and compensation attainment process through the appropriate reports and dashboards.
• Using accurate and timely data and dashboards, work with CSM’s and sales account executives to help identify top customer candidates for expansion / upsell opportunities.
• Provide data-driven guidance to the customer success and operations leadership team in evaluating CSM workload and account assignments to forecast account redistribution or hiring needs.
• Lead CSM on-boarding and on-going enablement, including ensuring all processes are well-documented, centrally maintained and up to date.
• Execute detailed root cause analyses and post-mortem follow-up for all lost accounts and working with customer success leadership and sales rollout process improvements to help reduce identified churn risk with other customers,
• Manage the tools and technology roadmap needed to support customer success
• Other duties as assigned.

Required Skills + Qualifications:

• 7+ years verifiable experience in customer success operations or equivalent experience such as sales operations or business operations
• Effective communication skills, both written and verbal
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
• Driven by personal, team and company achievement with a commitment to excellence
• Strong interpersonal skills & proven success in cross-functional collaboration
• Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
• Experience and comfort interacting with and influencing C-level executives
• Advanced proficiency with MS Word, MS PowerPoint, MS Excel, comfortable with Salesforce and any experience with CRM or SaaS support software is a plus
• 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
• BS or equivalent education and relevant experience – MA/MS/MBA Preferred
• Coachable, open to feedback and dedicated to constant self-improvement

SOCi expects to pay a base salary in the range of $150,000 - $187,000 USD base salary. Within the range, individual pay is determined by factors such as job-related skills, experience, and relevant education or training.

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

What’s Important At SOCi

Led by a team of industry experts, SOCi is leading the pack in agentic 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.