Enterprise Customer Success Manager

SOCi.ai is the leader in AI-powered marketing solutions for multi-location businesses, currently seeking an experienced Enterprise Customer Success Manager. This role involves driving revenue growth initiatives, preemptive churn mitigation, and building strategic partnerships with top-tier customers to enhance product adoption and customer expansion.

Responsibilities:

• Lead strategic initiatives to preemptively identify and avoid churn risks across a diverse and complex customer portfolio
• Drive transformative revenue growth initiatives for our top-tier customer base, shaping the future of product adoption and pioneering new avenues for customer expansion and loyalty
• Orchestrate and lead transformative internal and external endeavors, building relationships across all functional areas including sales, onboarding, support, product management, finance, and operations
• Establish and cultivate strategic partnerships with our clientele, embodying the pinnacle of trusted advisory roles and setting the gold standard for relationship depth and quality
• Conduct deep dives into lifecycle metrics, optimizing strategies for onboarding, enablement, adoption, and retention, and ensuring seamless execution through collaborative resource marshaling
• Serve as a mentor to junior team members, leveraging enterprise-level customer success experience to shape customer outcomes and drive team excellence
• Demonstrate mastery in organizational acumen, orchestrating tasks and steering high-stakes priorities with precision and foresight, while remaining committed to personal, team, and company achievement
• Prioritize the customer at the forefront, exhibiting technical mastery and sales leadership enriched by experience in local marketing, social marketing, or reputation management
• Utilize strong analytical, problem-solving, and communication skills to develop quick, accurate situational awareness and craft memorable presentations that resonate with diverse audiences
• Interact with and influence C-level executives, exemplifying an adeptness in conceptualizing and executing solutions for intricate customer dilemmas

Requirements:

• 8+ years of deep enterprise-level customer success experience, with a track record of shaping customer outcomes and mentoring junior team members
• Extensive experience leading and significantly impacting sales and advanced customer success outcomes
• Driven by personal, team, and company achievement, with a commitment to excellence
• Strong analytical, problem-solving, and communication skills, with an understanding of situational best practices
• Proven track record of interacting with and influencing C-level executives
• Willing to adapt to changes in the job description as deemed necessary by the business and accept all other duties as assigned
• Bachelor's degree or equivalent education and relevant experience
• Experience in SaaS, Local Search, Social Media Management, and enterprise software is preferred
• Fluency in French, Spanish, or German is a plus