Customer Success Manager

SOCi, the leader in AI-powered marketing solutions for multi-location businesses, is currently looking for a Customer Success Manager to grow long-term profitable customer relationships. The role involves proactively building relationships, mitigating risks, and expanding product adoption for a large portfolio of customers, while driving customer success and growth through cross-functional partnerships.

Responsibilities:

• 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

Requirements:

• 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