Strategic Customer Success Manager

SOCi.ai is the leader in AI-powered marketing solutions for multi-location businesses, and they are seeking an experienced Strategic Customer Success Manager to ensure the long-term success of their clients. This role involves nurturing client relationships, driving adoption of SOCi solutions, and achieving measurable outcomes for large, strategic clients.

Responsibilities:

• Develop and maintain strong relationships with key stakeholders within client organizations to ensure their success and satisfaction with SOCi solutions
• Act as the lead point of contact for all strategic client matters, anticipate clients' needs, and work within the company to ensure deadlines for client deliverables are met
• Plan and conduct regular check-in meetings to ensure client satisfaction and retention
• Work collaboratively with sales, marketing, and product teams to streamline service delivery and ensure clients can maximize the value of SOCi products
• Develop a deep understanding of our products and services to facilitate training sessions for clients on new tools and features
• Monitor and analyze clients’ usage of our product and generate insights to enhance their user experience
• Identify opportunities for growth within existing accounts and collaborate with sales teams to ensure growth attainment
• Handle and resolve customer requests and issues promptly and effectively
• Prepare and deliver quarterly and annual reviews to clients, showcasing their progress and aligning with their business goals
• Advocate customer needs/issues cross-departmentally and program-manage customer concerns

Requirements:

• 5+ years of proven experience in customer success or account management, preferably in a SaaS or technology-based company serving enterprise clients
• Strong empathy for customers and passion for revenue and growth
• Demonstrable ability to drive continuous value of our product(s)
• Excellent communication and interpersonal skills, with the ability to manage and influence stakeholders at all levels
• Experience in working with complex, multi-divisional, multi-geographical customers
• Exceptional organizational and multitasking skills, including the ability to prioritize and schedule work effectively
• Proficient in Customer Success Software tools and platforms, such as Gainsight, Salesforce, etc
• Strong analytical and problem-solving skills with a solution-oriented mindset
• 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 in Business Administration, Marketing, Communications, or related field