Remote SMB Customer Success Associate - Growth & Retention

SOCi; Manila (UT); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health insurance

401(k) plan with employer match

Flexible paid time off

Paid holidays

Job summary

SOCi is seeking an Associate Customer Success Manager (SMB) to support our North American accounts. This role is an individual contributor and primarily serves as the post‑sale point of contact, responsible for customer engagement, product adoption, and retention while working during standard US hours.

You will manage a high-volume SMB portfolio, drive activation, monitor health signals, and coordinate with Sales on renewals and expansions.

Qualifications

• 3+ years in customer-facing roles (CS, AM, support, or related).
• Strong written and verbal communication skills.
• Basic understanding of SaaS business models or technology platforms.

Responsibilities

• Manage a high‑volume portfolio of SMB customers.
• Execute the defined customer engagement model with cadence-based outreach.
• Own the customer relationship and primary contact for needs and escalations.
• Drive product activation and early adoption.
• Monitor customer health signals and identify churn risks.
• Escalate risks and coordinate resolution with internal teams.
• Own retention activities and assist with renewals and contracts.
• Identify expansion opportunities to the Sales growth team.
• Conduct scalable outreach campaigns (email, webinars, digital engagement).
• Document customer interactions in CRM and collaborate cross-functionally.

Skills

Customer success

Account management

Communication

Education

Bachelor’s degree

Tools

CRM software

Customer health tools

Job description

SOCi is seeking an Associate Customer Success Manager (SMB) to support our North American accounts. This role is an individual contributor and primarily serves as the post‑sale point of contact, responsible for customer engagement, product adoption, and retention while working during standard US hours.

You will manage a high-volume SMB portfolio, drive activation, monitor health signals, and coordinate with Sales on renewals and expansions.