Customer Success Manager, Small Market Business

SOCi, the CoMarketing Cloud for Multi-Location Enterprises, is currently looking for a Customer Success Manager, Small Market Business to play a crucial role in driving customer success at scale by managing a high-volume portfolio of accounts. This role focuses on proactive engagement, digital-first strategies, and scalable customer success motions to maximize product adoption, reduce churn, and drive customer expansion. The CSM, Small Market Business must be highly organized, data-driven, and capable of leveraging automation and one-to-many communication strategies to deliver value efficiently. Strong communication skills, analytical thinking, and the ability to manage multiple accounts is essential. 

SOCi expects to pay a base salary in the range of $59,122 - $92,821k 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.  

Who We Are

SOCi is one of the fastest growing technology companies in the United States, ranking on the Inc. 5000 Fastest Growing Companies in America list for the last seven consecutive years.  The leader in AI-powered marketing solutions for multi-location businesses, SOCi is trusted by nearly 1,000 top brands including Ford, Ace Hardware, Kumon, Liberty Tax, and more. At SOCi, our vision is to empower people to do what they love by providing intelligent software that can do the rest. 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. View more on our Awards & Accolades here! 

How You’ll Make an Impact

Drive Scalable Customer Success

• Manage a portfolio of 200+ accounts across multiple verticals, ensuring a structured and repeatable customer journey.
• Execute one-to-many customer engagement strategies, leveraging digital QBRs, thought-leadership webinars, in-app communications, and automated email campaigns to enhance product adoption.
• Help develop and implement a customer journey framework for scaled accounts, ensuring a consistent experience from onboarding through renewal.

Ensure Adoption & Value Realization

• Proactively monitor customer health and product usage to identify trends, risks, and expansion opportunities.
• Leverage data-driven insights to ensure customers achieve measurable ROI and business outcomes with SOCi solutions.
• Provide strategic guidance through automated and semi-personalized outreach, helping customers adopt key features and best practices.

Retention & Expansion

• Identify and mitigate churn risks by analyzing customer behavior, usage data, and feedback.
• Drive expansion and upsell opportunities by leveraging insights to position additional SOCi solutions at the right time.
• Partner with marketing and product teams to refine customer education resources, ensuring they address the most common customer needs.

Cross-Functional Collaboration

• Work closely with sales, CS, product marketing, and support to align messaging, drive adoption, and optimize the customer experience.
• Collaborate with the implementation and support team to ensure a seamless onboarding experience for new customers.
• Provide feedback to internal teams on customer pain points, product gaps, and opportunities for improvement.

What You’ll Need to be Successful

• Remote Opportunity: Ability to work 100% remotely 
• Must Have:  
• 2+ years of customer success or account management experience, preferably in a SaaS or tech-driven environment.
• Experience managing high-volume customer portfolios with a focus on scalable engagement and automation.
• Highly organized with strong time management skills and the ability to prioritize effectively.
• Analytical mindset with experience using customer data to drive engagement strategies.
• Strong written and verbal communication skills, with the ability to create impactful messaging across digital channels.
• Comfortable working in an environment with or without a dedicated CS platform like Gainsight, which could mean relying on CRM tools, spreadsheets, and automation to track customer interactions.
• Passionate about customer success, driven by results, and committed to continuous improvement.
•   Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
•  Experience and comfort interacting with and influencing senior-level, including C-suite, leaders 
• Strong communication skills – written and verbal – with understanding of situational best practices
• Excellent presentation skills – from small to large audiences

This position will remain open with applications due by 03/19/2025 date. This position is being hired on an urgent basis. The application window may close before 03/19/2025 if SOCi receives a sufficient number of applications to select a candidate prior to that date.