Serve as account owner and provide mature, thoughtful and reasonable leadership to both the customer as well as internal stakeholders to ensure the on-going success of your book of business
Identify and mitigate churn risk across customer portfolio to ensure company gross retention rates are achieved
Maintain and grow monthly recurring revenue for our most valued customers by employing proven strategies which 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 which directly impact overall customer success and drive customer growth
Develop strong customer relationships and serve in the role of trusted advisor to SOCi customers
Analyze lifecycle metrics and provide leadership and/or execution of onboarding, enablement, adoption and retention plays thru both internal and external resources
Effectively employ multi-channel communication strategies that leverage our most effective customer touchpoints including video, e-mail, phone, partners and internal & external champions
Ensure customer reference-ability and overall satisfaction level

Proven track record of success with a verifiable history of exceeding sales and customer success goals
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
Possess that rare blend of technical and sales acumen wrapped in a strong customer-centric mentality
Strong analytical, problem-solving and dot-connecting skills with the ability to develop quick, accurate situational awareness
Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
Experience and comfort interacting with and influencing C-level executives
Strong communication skills – written and verbal – with understanding of situational best practices
Excellent presentation skills – from small to large audiences
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

Customer Success Manager

Key skills